Technical Support Specialist I

Technical Support Specialist I AAON, Inc.

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Job Summary

Resolves warranty issues for units in the field working with sales representatives and / or service technicians (internal / contractor).

Responsibilities

• Assures adequate company commitment to jobs and customer relationships.
• Coordinates with the leadership projects which require field service technician(s) (internal / contractor).
• Explains control sequences for equipment operation to assist in troubleshooting.
• Interprets wiring diagrams over the telephone to help diagnose issues in the field.
• Meets and responds to customers, sales representatives, and vendors as necessary.
• Orders replacement parts.
• Resolves warranty issues for units in the field working with sales representatives, service techs (internal / contractor).
• Assesses the allowed cost to repay for authorized warranty work.
• Maintains a working knowledge of all customers and sales representatives.
• Develops and implements systems and procedures to maintain positive customer relations and ensures prompt and thorough resolution of customer inquiries, requests and complaints.
• Adheres to AAON warranty terms and conditions and provides final approval on warranty payables.
• Investigates potentially serious customer complaints to help remedy the situation and / or promptly implement corrective measures as required.
• Travels to correct field issues when HVAC National Field Technicians are unable to resolve issues in a timely manner.

Qualifications

Education and Experience Requirements :

High school diploma with a minimum of 3 years in the HVAC industry or equivalent industry experience. Associate degree in applied science or two?year technical degree preferred.

Essential Mental Functions

Essential Physical Functions

Seniority Level

Mid?Senior level

Employment Type

Full?time

Job Function

Information Technology

Industries

Machinery Manufacturing

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