Technical Service Support

Flash Technology, LLC; East Stroudsburg (Monroe County); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Generous paid time off

Health insurance plans

401(k) match

Educational assistance

Leadership development programs

Job summary

SPX Technologies is seeking a Technical Service Support specialist for the Patterson-Kelley Boiler/Water Heater product lines. You will provide technical customer service via phone and email to internal and external customers, supporting field reps and technicians with retrofitting, startup reviews, and part selection.

You will conduct field service trips, perform diagnostics, and generate detailed reports.

Qualifications

• Five years’ related experience or training in HVAC and/or Hydronic systems.
• Demonstrated communication and interpersonal skills for professional customer support.
• Basic understanding of product functionality, technical terminology, and diagnostic steps.
• Proficiency in Microsoft Office for creating spreadsheets and documents.

Responsibilities

• Provide technical customer service support for boiler and water heater product lines via phone and email.
• Assist Field Representatives and Technicians with retrofitting procedures and startup reviews.
• Conduct field service trips, including evaluations and repairs and detailed reports.
• Perform RA diagnostics, testing, and evaluation; compose technical reports.

Skills

HVAC experience

Customer service

Technical terminology & diagnostics

MS Office (Word/Excel/PowerPoint)

Education

High school diploma or HVAC tech schooling

Tools

CRM platforms

AutoCAD/Creo

ERP systems

Job description

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East Stroudsburg, Pennsylvania (PA), US, 18301

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.

As part of HVAC Heating, Patterson Kelley is a leading manufacturer of commercial boilers and direct and indirect water heaters. With an over 140 year history, we provide reliable, innovative comfort solutions for hospitals, schools, military bases, and stadiums.

How you will make an Impact (Job Summary)

SPX is a diverse t eam of unique individuals who all make an impact. As a Technical Service Support, you will play a key role in providing technical customer service support for the Patterson-Kelley, LLC and Weil-McLain Boiler and Water Heater Product lines for internal and external customers.

Join us in this innovative journey, where your expertise and passion will drive the advancement of our high-quality products.

What you can expect in this role (Job Responsibilities)

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

• Technical Customer Service Support
• Provide boiler and water heater technical support via phone call center and email to internal and external customers
• Assist Field Representatives and Technicians with retrofitting procedures
• Review startup reports and follow up with Field Representatives/Technicians
• Assist customers, representatives, technicians, and internal order entry with selecting correct boiler/water heater parts
• Become the subject matter expert in various areas from Equipment/Component selection, sizing and application, equipment and system troubleshooting, piping system, venting system troubleshooting and installation
• Provide occasional after-hours and weekend support to customers for emergency technical service issues, ensuring timely response and resolution when critical situations arise
• Training:
• Provide training assistance at the Patterson‑Kelley Boiler/Water Heater Technical School
• Deliver various forms of training remote or in person to technicians and representatives

3. Field Operations Support:

• Conduct field service trips, including evaluations and repairs, and complete technical service trip reports
• Support field operations by performing boiler and water heater run‑outs
• Perform RA diagnostics and follow‑up activities
• Conduct RA testing and evaluation; compose detailed technical reports
• Send water samples for composition testing
• Test and evaluate boilers, water heaters, and returned component parts; complete and file technical evaluation reports

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

• Five years’ related experience or training in HVAC and/or Hydronic systems
• Demonstrated communication and interpersonal skills, enabling the individual to respond professionally and effectively in supporting customer needs
• Basic understanding of product functionality, technical terminology, and diagnostic steps
• Knowledge of Microsoft Office, Word, Excel and Power Point that enables candidates to develop spreadsheets and word documents in a presentable and understandable format for the audience

Preferred Experience, Knowledge, Skills, and Abilities

• 5 years’ experience in HVAC type of job, field, or industry
• Ability to read, analyze, and interpret technical data
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and Product manuals
• Ability to write routine Technical Reports and correspondence
• Proficiency with CRM platforms and be proficient in the utilization of applicable computer software packages (AutoCAD/Creo)
• Ability to create, manage, track, and close customer cases or service tickets
• Skill in documenting interactions clearly and accurately within the system
• Familiarity with call center platforms (e.g. Avaya) and using phone, email, chat
• Experience with ERP systems for order lookup, status checks or part identification

Education & Certifications

• High school Diploma or HVAC Tech Schooling
• Hybrid position – exposed to various environments
• Travel up to 10%
• Be available on an occasional rotating or as-needed basis for after-hours and weekend emergency customer technical support Work in an office environment, able to use a computer, provide oral and written communication
• Manufacturing Environment frequently requires use of foot and eye protection when in production areas

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 at SPX.

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 at SPX

We value different backgrounds, experiences, and voices at SPX, 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.

SPX is 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.

ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $2.2billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

At SPX, what’s in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees’ personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

• Integrity
• Accountability
• Teamwork
• Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognizethat only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace.We believe in creating an inclusive work environment where employees strive 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, national origin,gender identity, genetic information, age, disability, veteran status or any other legally protected basis.