Technical Product Support Specialist

ConsultCommerce; Ladson (SC); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Product Support Technician to provide advanced technical support for HVAC/R products. This role involves troubleshooting, developing training programs, and ensuring optimal product performance. You will play a crucial role in enhancing customer satisfaction through effective communication and documentation. If you are passionate about technical support and enjoy working in a dynamic environment, this opportunity is perfect for you. Join a team that values innovation and customer service excellence while enjoying a flexible remote work setup.

Qualifications

• 5-7 years of HVAC/R experience required.
• Ability to develop and deliver technical training programs.

Responsibilities

• Provide advanced support for warranty and non-warranty technical needs.
• Develop technical training modules and documentation.

Skills

HVAC/R Experience

Technical Training Development

Troubleshooting Skills

Interpersonal Communication

Organizational Skills

Education

Associate’s Degree or Equivalent

Tools

MS Office

SAP

Refrigeration Tools

Job description

Description

Job Description

1. Organizational Integration

Classification Service Business Employ COS HC (52)

Dept/Org Group Customer Service – Customer Service Training Cost Center 54940

Job Title Product Support Technician

Reporting to: Product Support Manager

Responsible for: N/A

Position Information

Level/Grade 4.4 Work Location Remote EE Class FT Exemption Status NE

2. Goal of Role

This position is responsible for providing advanced support of customer warranty and non-warranty technical needs for all AHT products and services. This position is key in strengthening internal and external knowledge through advanced technical support, documentation, training, and special projects. Additionally, will resolve technical product issues and is a liaison to Product Management for design and application.

3. Tasks

• Maintain advanced proficiency in all products and services that the company offers, including installation, programming, and equipment protocol.
• Maintain advanced proficiency in all designated third-party products and services.
• Troubleshoot and repair Heat Pump issues, achieving minimal downtime.
• Develop work instructions and technical product documentation for AHT and third-party products and services.
• Submit knowledgebase articles for reference.
• Review Customer Service project scopes, store prints, diagrams, and specifications for accountability and advanced application of equipment.
• Evaluate and specify alternative components.
• Work with contractors to review and ensure store meets operational standards.
• Outline, develop, and implement technical training modules for internal and external use, including metrics to track progress, participation, pass/fail analysis, and certification protocol.
• Modify System CX with software and parameter suggestions for efficient operation.
• Perform/manage system energy analysis for optimal operation.
• Perform other duties as assigned.

4. Requirements

Decision-making and leadership competencies

• Outstanding interpersonal, communication, team skills, intercultural understanding.
• Demonstrated organizational skills.
• Ability to develop and deliver technical training programs.

5. Job specification/expertise

• Associate’s (AA) degree or equivalent from a two-year college or technical school, or equivalent combination of education and experience.
• 5-7 years of related HVAC/R experience and/or training.

6. Special requirements

• Certified in the use and handling of refrigerants preferred.
• Ability to read, understand, and use assembly drawings and wiring diagrams; capable of troubleshooting, testing, and repairing electromechanical components.
• Understand and can take necessary ESD precautions with sensitive electronic hardware.
• Familiarity with various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools used in supermarket maintenance.
• Ability to use computer and software tools used to adjust parameters and diagnose issues.
• Familiarity with MS Office programs including Word, Excel, and IBM Notes email programs is required.
• Experience with SAP is a plus.
• Must be available to work different schedules daily as determined by client demands.
• Up to 75% overnight travel is required.
• Valid Driver’s license in the state of residency is required.

7. Physical requirements

• Exposed to moving mechanical parts, outside weather conditions, extreme cold, extreme heat, and risk of electrical shock: 5% of the time.
• Exposed to wet and/or humid conditions, high precarious places, fumes or airborne particles, and vibration: 5% of the time.
• Must be able to stand/walk/move about specific work area: 25% of the time.
• Must be able to bend/reach/twist/stoop: 10% of the time.
• Must be able to lift up to 10lbs frequently: 25% of the time.
• Must be able to lift over 25lbs infrequently: 5% of the time.
• Must be able to work and operate a computer: 85% of the time.
• Vision is required to analyze and process work and to work on computers and other office equipment.
• Hearing is essential for safety and communication with employees, supervisors, managers, vendors, suppliers, and customers via conversation, meetings, and phone conferences.