Location: Irving,TX, USA
What you will do:
The Technical Support Engineer will provide remote technical support on VRF products to the Customers in a consistent manner across all product offerings with the clear goal to achieve a special technical support. The role is accountable for positioning our company as a leader in providing reliable Technical Support in a way that is easy for our customers to work well with us. This position is not eligible for Visa sponsorship.
How you will do it!
VRF & Ductless troubleshooting
Provide prompt responses to calls coming into technical support
Provide professional responses to emails as they come in
Keep track of new product documentation to support customers
Assist reps, distributors, and contractors with solving technical issues
Log calls and incidents into the salesforce module to track information by customer
Upon request, provide information such as manuals, wiring diagrams, clearances, piping recommendations based on piping rules, or any other information as published by JCH
Assist with RTSM onsite request for site visits
Follow up with customers to ensure the job site is complete after recommendations have been given
Help customers commission job sites and controls
Help explain control-based questions and commissioning of those controls
Knowledge of the following:
Interpreting wiring diagrams
Interpreting refrigerant flow charts
Logging customer and jobsite info in salesforce
Reading and analyzing service checker data
What we look for:
Required
University or Technical degree
3 - 6 years technical support experience
Data entry experience
EPA Universal Certified
Strong written and oral communications
Critical thinking and problem solving
Proficiency in handling multi-task projects
Ability to travel to Dallas, TX as needed for training(s)
Preferred
6 years experience as a field technician