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Employment Type:
Full time
Job Category:
Heating, Ventilation and Air Condition (HVAC) Technical Support
(This job is no longer available)
Grad Date

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Job Description

Heating and Cooling Products Leading HVAC Manufacturer with state of the art metal fabrication equipment has the following opening: Heating, Ventilation and Air Condition (HVAC) Technical Support

Job Summary:

Resolves warranty issues for units in the field for one year or less working with Sales Representatives and/or Service Technicians (internal/contractor).

Essential Responsibilities / Activities:

  • Assure adequate company commitment to jobs and customer relationships
  • Coordinate individual work assignments for HVAC National Field Technicians
  • Explain control sequences for equipment operation to assist in troubleshooting
  • Interpret wiring diagrams over the telephone to help diagnose issues in the field
  • Meet with customers, Sales Representatives and vendors as necessary
  • Order replacement parts on new equipment (less than one year in the field)
  • Resolve warranty issues for units in the field for one year or less working with Sales Representatives, Service Technicians (internal/contractor)
  • Respond to customer, Sales Representatives and vendors as necessary Work with Engineering and Manufacturing Departments to upgrade design and quality of equipment
  • Assess the allowed cost to repay for authorized warranty work
  • Develop the appropriate policies, procedures and controls within customer service to keep all job process personnel informed of status situations, changes and breakdowns.
  • Direct customer service activities for entered orders
  • Lift up to 50 pounds
  • Maintain a working knowledge of all customers and Sales Representatives
  • Monitor all activities of the Customer Service Department
  • Develop and implement systems and procedures to maintain positive customer relations and ensure the prompt and thorough resolution of customer inquiries, requests and complaints. Manage, develop and motivate staff.
  • Establish performance standards and follow through by providing career development and training opportunities to help consistently achieve and/or exceed these standards.
  • Implement processes necessary to ensure adherence to all legal, regulatory compliance, safety and risk management policies and procedures.
  • Adhere to AAON warranty terms and conditions and provide final approval on warranty payables.
  • Ensure technicians are satisfactorily representing AAON's capabilities and furthering AAON's image to external customers.
  • Investigate potentially serious customer complaints to help remedy the situation and/or promptly implement corrective measures as required.
  • Supervise/mentor the work of the in-house and field service technicians to better develop their technical supervisory and administrative skills.
  • Assist in monitoring expenses and ensure the group operates financially responsible.
  • Monitor representatives field service work and take corrective action when performance standards are not met.
  • Develop and institutionalize technical training programs for representatives.

Minimum Requirements:

  • A minimum of a High School Diploma Associates Degree of Applied Science desirable.
  • Two-year technical degree preferred.
  • Minimum of 1-2 years in the HVAC industry or equivalent experience in a similar industry.

Essential Mental Functions:

  • Communicates effectively in written and spoken form.
  • Possesses excellent interpersonal relationship skills.
  • Exhibits good decision making and analytical problem solving abilities.
  • Demonstrates strong multi-tasking capabilities and organizational skills.
  • Works effectively in a team environment. Works effectively in a fast-paced high-pressure environment.

Essential Physical Functions:

  • Lift up to 50 pounds
  • Sit or stand for up to 95 percent of work hours.
  • Periodic visits to the manufacturing facility with seasonal hot and cold temperatures, dust, and some chemical fume exposure.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice Equal Opportunity Employer

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