HVAC Technical Support Representative

Description

SUMMARY

Provide comprehensive technical support and advice to customers and end users, addressing technical, hardware, and software issues related to Minnesota Air’s products.

ESSSENTIAL JOB FUNCTIONS

· Respond to customer inquiries via phone, online networks, in person, and by mail.

· Provide guidance to customers on using, servicing, and maintaining products effectively.

· Address and resolve customer issues during product installation and use; offer troubleshooting assistance to dealers/contractors through phone and on-site support as needed.

· Assist in resolving consumer/end-user complaints, aiming to close complaints within one day (based on Carrier reporting system metrics).

· Report equipment issues to manufacturers and vendors through electronic media, verbal communication, and in person.

· Author, publish and maintain electronic and paper libraries of bulletins, technical information, troubleshooting documents and materials; assist in communicating this information as needed.

· Complete, maintain, and process relevant paperwork and electronic records accurately.

· Collaborate with manufacturers, warranty administrators, and department managers to resolve warranty and labor claims.

· Negotiate disputed claims with manufacturers, sales representatives, and customers as needed.

· Support the warranty department in submitting claims.

· Conduct technical training for customers, contractors, and employees.

· Develop new training programs as needed and assist manufacturers with technical training.

· Maintain and improve the training laboratory, including constructing and repairing training panels and equipment.

· Assist warehouse staff in determining the disposition or required repairs for freight-damaged units; perform repairs as requested by the department manager.

· Participate in continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, and webinars.

Performs other related duties as assigned

The pay range for this role is $70,000 - $100,000. Candidates who meet all preferred qualifications may be eligible for compensation above $85,000.

Minnesota Air, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or any other category that may be protected by law.

Requirements

SKILLS/ABILITIES

· Proficiency with Microsoft Office Software and applications.

· Familiarity with smart devices and applications.

· Ability to learn and adapt to new software applications.

· Strong verbal communication and presentation skills; able to communicate effectively with diverse groups.

· Basic understanding of algebra and geometry for technical calculations.

· Ability to interpret instructions in various formats (written, oral, diagram, schedule).

· Typing skills (30+ words per minute).

EDUCATION AND EXPERIENCE

· Associate’s degree or equivalent from a two-year college or technical school

· Ten years of related field experience and/or training

· Equivalent combination of education and experience will also be considered.

· Ten years or more experience with residential and commercial HVAC products (preferred experience with commercial HVAC equipment and controls).

· EPA Refrigerant Handling Certification, Type I and II.

PHYSICAL REQUIREMENTS

Minnesota Air is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential duties and responsibilities of the role.

· Must be able to travel up to 15% of the time for job visits and training.

· Ability to occasionally lift and/or move up to 100 pounds.

· The work environment is moderately noisy, with typical sounds such as computers, phone calls, and conversations.

· May occasionally be exposed to extreme cold, extreme heat, electrical shock risks, fumes or airborne particles, toxic or caustic chemicals, and vibrations.