Mission

Provides technical assistance and service support to distributors, dealers, and customers through the Service Department Wats Line. Functions as a Field Service Representative in the field when required.

Principle Activities

• Answer inquires received on the incoming service lines.

• Provides scheduled On-Call 24 / 7 Tech Line support

• Supports National Accounts projects and follow-up

• Supports Consumer Products calls and determines action within Matrix Guidelines.

• Identifies the source of inquiries received.

• Develops a monthly recap of inquiries received; i.e., quantity, source, problem identification.

• Provides technical assistance and service support for inquiries received.

• Identifies and reports major field service problems from the WATS line activity.

• Assists Installation Coordinator with Technical support, contacting agents, and processing invoices.

• Responds to routine correspondence request for service assistance.

• Reviews and verifies labor warranty claims for processing.

• Functions as a field service representative in the field when required.

• Presents Field Service Meetings (as needed basis)

• Minimal field work required (as needed basis).

Required Education/Certification

• EPA Refrigerant Usage certification, Type 1 & II

• Minimum two-year Air Conditioning / Refrigeration Education Certificate or equivalent work experience

Physical Requirements

• Occasional Travel if necessary

• Must be willing to work more than 40 hours per week

• Good communication and presentation skills

• Professional Image

Licenses & Certifications

• CFC/HCFC Refrigerants
• EPA certified

Behaviors

• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group

Motivations

• Self-Starter: Inspired to perform without outside help
• Goal Completion: Inspired to perform well by the completion of tasks

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)