You will provide post-sale technical support and troubleshooting to Modine Building HVAC customers and channel partners by phone and email. Be a contact for warranty, parts and product quality questions. You will be a remote/hybrid position, reporting to the Service Manager - IAQ at the Racine, WI Corporate Headquarters.

IMPORTANT RESPONSIBILITIES:

• Communicate with customers and our channel partners to determine cause of product problems and recommend corrective action. Capture all information related to quality, warranty, service, installation and application of Modine products in contact reporting system.

• Analyze field service concerns, warranty and return goods claims and recommend corrective action or propose design improvements

• Negotiate fair warranty claims for labor, parts and service in a manner that protects Modine’s assets and retains and satisfies the customer

• Employ Modine’s MOS/MPS principles toward constant process improvement projects

• Participate in the preparation and presentation of service training programs to sales representatives, distributors, engineers and contractors

• Initiate service bulletins, coordinate recalls, and field fixes

• As a Modine ambassador, travel to customer installation sites to solve, and correct product and application problems

• Other tasks as assigned

• Prepare credit requests and authorities with complete documentation

• Assist during Airedale startup season, July through August.

• Exceed departmental KPIs

ESSENTIAL QUALIFICATIONS:

• Ability to work effectively with limited supervision

• Mechanical aptitude with minimum of two years product reliability or customer service experience

• HVAC technical and product knowledge

• Ability to resolve product and application issues

• Diplomacy, strong negotiation skills and ability to maintain composure under pressure

• Electrical and HVAC troubleshooting abilities

• Comfort in being the ‘face of Modine’ while working with customers

• Solid math and computer skills, including Office Suite of products – or knowledge to pick up quickly

• Familiarity with drawings, wiring diagrams and bills of material

• Ability to obtain EPA refrigerant handling certification, universal certification ideally

• Ability to multitask.

• Ability to communicate technical information both verbally and in writing.

REQUIREMENTS:

o OFFICE (80%)

• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use; occasional stressful situations

o FIELD SERVICE (20%)

• Standing (for long periods), walking, climbing ladders and stairs, lifting (up to 75 pounds- multiple times during shift), carrying, bending, crawling, and reaching

• Work environment:

o OFFICE (80%)

• Work in a climate-controlled environment with minimal safety/health hazard potential

o FIELD SERVICE (20%):

• Outdoor temperatures (above 100 degrees; below 32 degrees F), walking on slippery or uneven surfaces, climbing ladders, working off elevated surfaces, some after-hours activity

EDUCATION REQUIREMENTS: Minimum 2 year technical degree plus applicable customer service and field experience TRAVEL: 20-25% (including some air travel). May include periods with frequent trips and multiple nights away from home.

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