The Technical Support Representative III – Heat Pump will be responsible for providing advanced assistance to customers over the phone, through electronic communication, and during field visits to diagnose and solve documented and undocumented service and installation issues. Service Technicians are required to drive Company vehicles to and from customer locations.

This position will serve our Raypak Division, located in Fort Myers, FL. This role is remote; however, our ideal candidate should reside in or near Fort Myers, FL. Ability to meet in person for trainings and meetings is required.

Qualifications

• Associates degree - Business School Certificate/Diploma or other post high school training.
• EPA Certification - Must have license to handle refrigerant.
• 2-4 years of customer service-related experience in the insurance/manufacturing industry.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Valid Driver’s License

Preferred Qualifications

• Field service experience relating to HVAC equipment and heat pumps.
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos.
• Ability to carry out instructions furnished in written, oral, or technical diagram form.
• Must have excellent problem-solving skills for technical products.
• Ability to support multiple products and prioritize multiple projects.
• Must be able to work weekends, staggered shifts, and holidays.
• Bilingual in Spanish preferred.

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Responsibilities

• Provides verbal and written technical assistance to customers on product service, installation, repair and general product questions for complex multi-family and/or large-scale commercial projects.
• Troubleshoots errors, diagnoses problems, explains and initiates repairs process (Heat Pumps).
• Explains and interprets warranty information to customers as they apply to products.
• Arranges for malfunctioning or defective items to be returned for repair or replacement.
• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
• Follow-up on calls to ensure resolution and maintains service or maintenance records.
• Tests and repairs company products by travelling to the customer’s location.
• Connects products to power source and test meters.
• Provides troubleshooting as well performing installation of equipment.
• Ensures the equipment on which they have performed troubleshooting is in proper working condition.
• Uses a variety of small tools and maintains parts inventory.
• Maintains service or maintenance records.
• Performs other duties as assigned.