Job Description

Position Summary:

Manages the Technical Service/Warranty dept for technical service-related operations for the organization. Remains up to date with customers who are dealing with issues, troubleshoots air conditioners, and follows up on resolutions. Oversees repairs and unit/item returns.

Essential Duties and Responsibilities:

• Diagnose, quote, and repair air conditioners returned to the facility.
• Communicate with customers daily to assist in resolving technical issues on their units over the phone or email.
• Provide part numbers, pricing, and all necessary information related to the air conditioners to the customer over the phone or email.
• Create RMAs for warranty and non-warranty issues.
• Complete all paperwork for returned units and ensure customer issues are resolved.

Other Duties and Responsibilities:

• Work with Quality Manager to identify repetitive issues and initiate the implementation of corrective action.
• Performs all other duties as assigned by the Manager.

Qualifications:

• Knowledge of sheet metal and refrigeration tools.
• Ability to read Wiring Schematics
• Basic statistical, spreadsheet, and word-processing skills
• Strong verbal and written communication skills
• Knowledgeable with Word, Excel, Outlook, and SAGE 100
• Knowledge of and adherence to safe work practices
• Strong interpersonal skills
• Ability to communicate with customers and understand their situations quickly
• Managerial experience preferred

Education/Certification:

• Field service and professional work experience of 5+ years preferred
• EPA Certified for refrigerant handling
• Certified in Heating and Air Conditioning

Physical Demands:

The physical demands described here represent those an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Prolonged periods of sitting at a desk and working on a computer

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