Technical Service Specialist

Weil-McLain; Michigan City (IN); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a dedicated HVAC/Boiler Technical Services Specialist to join their dynamic team. In this role, you will provide essential technical and applications engineering support to sales representatives, contractors, and internal departments, ensuring excellence in customer service and product knowledge. Your expertise will help in diagnosing issues, delivering training, and maintaining documentation, contributing to a culture of continuous improvement. This position offers a unique opportunity to grow within a company that values innovation and collaboration, making a significant impact in the HVAC sector.

Benefits

Flexible Paid Time Off

Health Insurance Plans

401(k) Match

Educational Assistance

Leadership Development Programs

Performance-Based Compensation

Recognition Programs

Qualifications

• Minimum of 2 years of relevant work experience in a technical field.
• Knowledge of boilers, related products, controls, and wiring systems.

Responsibilities

• Provide technical support to engineers and contractors via various communication methods.
• Diagnose and resolve technical issues related to commercial and residential boilers.

Skills

Technical Support

Problem-Solving

Communication Skills

Microsoft Office

HVAC Knowledge

Education

High School Diploma

AS or BS in relevant discipline

Tools

Microsoft Dynamics 365

Salesforce

Zendesk

TechSee

Job description

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

This is a position with The Marley Company, a parent company which provides administrative support to the SPXEnterprisesHVAC Heating businesses (such as WM Technologies, LLC, Marley Engineered Products, LLC, Patterson-Kelley, LLC) and includes all Weil-McLainbranded products.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the HVAC/Boiler Technical Services Specialist (Non-IT) you will provide pre and post technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

1. HVAC & Boiler Technical Excellence/Customer Support:

• Provides technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail or in person.
• Diagnose and resolve technical issues promptly, providing troubleshooting assistance for problems involving control system, combustion, venting and piping on commercial and residential boilers.
• Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
• Deliver technical training support to internal personnel when required.
• Participate in the School of Better Heating courses to transfer boiler installation and troubleshooting knowledge to contractors.
• Perform special project assignments at the direction of Technical Services Supervisor, related to the systems, policies, procedures and customer queries/problems.

1. Information/Communication:

• Provide parts identification assistance to distributors, contractors internal personnel, agents, etc.
• Provide product support information/direction from existing manuals, bulletins, and guides.
• Ensure prompt, accurate, and consistent information is communicated to customers as it relates to:
  • Product description and operation
  • Clarification on boiler specifications and installation information
  • Wiring, piping and control diagrams
  • Troubleshooting and field visits when necessary
  • Current and obsolete repair parts identification
  • Obsolete boiler identification and tracking

3. Documentation & Continuous Improvement

• Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
• Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems and/or product complaints.
• Identify opportunities for process improvement and streamlining technical support procedures.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.

Preferred Experience, Knowledge, Skills, and Abilities

• Professional technical school training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, control wiring and systems
• Training or experience using CRM, Microsoft Dynamics 365 or Salesforce.com
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as TechSee or Sightcall

Education & Certifications

• HS Diploma or equivalent is required

Physical Demands

• Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

Travel & Working Environment

• Minimum travel may be required. Less than 5%
• Workplace is a normal open office environment

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion

We value different backgrounds, experiences, and voices, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.