HVAC Field Technician I - Customer Support

A.O. Smith; Lebanon (TN); On-site; USD 40,000 - 65,000; Full time

Job summary

A. O. Smith is seeking a dedicated professional to provide phone and on-site customer service, support field operations, and assist in training programs to ensure optimal customer satisfaction with water heating equipment and boiler products.

The role emphasizes resolving product usage issues, coordinating with departments, and guiding customers through technical problems and part replacements. Strong HVAC background is preferred.

Qualifications

• One-year certificate from college or technical school.
• Two to four years HVAC related experience.
• Proficient in Microsoft Word and Excel, Customer Service experience, Electrical or Mechanical experience.
• Preferred: Control Systems (PLCs), Building Integration Systems, JDE, or Agile.
• Ability to solve practical problems with limited standardization.
• High School Diploma GED.

Responsibilities

• Respond to customer inquiries on the telephone, through online networks, and by mail.
• Communicate with customers to help them understand how to use the product properly.
• Handle customer problems that arise from the use of the product.
• Handle requests for replacing defective parts.
• Complete, maintain, and process pertinent paperwork and records.
• Perform limited field service on Company products as required.
• Assist in preparation of Technical Service Bulletins to provide product related information to the field.
• Understand and troubleshoot water heater piping applications and limited boiler piping applications.
• Provide assistance to other departments as needed.
• Other responsibilities may be assigned as needed.

Skills

Customer service experience

HVAC experience

Electrical or Mechanical experience

Problem solving

Communication

Education

One-year certificate from college or technical school

High School Diploma GED

Tools

Microsoft Word

Microsoft Excel

Job description

A. O. Smith is seeking a dedicated professional to provide phone and on-site customer service, support field operations, and assist in training programs to ensure optimal customer satisfaction with water heating equipment and boiler products.

The role emphasizes resolving product usage issues, coordinating with departments, and guiding customers through technical problems and part replacements. Strong HVAC background is preferred.