A Technical Support Specialist for specialized HVAC in Critical Infrastructure Networks responsible for daily online technical support to customers and service partners, handling and reporting for service cases, and order handling for spare parts. The ideal candidate for this position is able to communicate effectively with all customers and other staff, has 5 years of experience with technical support role and managing service cases for HVAC products, has an structured approach to service handling, complete projects in a timely manner, show strong attention to detail, be punctual and possess a high level of customer service skills. The job is based in technical support center, will include on the job training and included occasional travel.

Technical support:

• Providing technical assistance and support to customers and clients who are using Vikinor products.
• Responding to customer inquiries via phone & email, troubleshoot technical issues, identifying solutions and resolve problems in a timely and efficient manner.
• Escalating complex topics to expert-level technicians or engineering as needed within HVAC system, electrical systems or controls systems support.
• Contributing to setting up processes and procedures for the technical support hotline.
• Keeping detailed records of customer interactions and problem resolutions.
• Log critical data into Company’s Online Service Management Platform for purposes of tracking service cases, product performance, issues, solutions and improvements.
• Updating and creating service notes.
• Log FAQs to improve support accuracy.
• Be available for afterhours phone support on a rotating schedule.
• Daily and weekly reporting for open tickets.

Service case handling and reporting:

• Coordination for ongoing service cases, coordination with customers and Vikinor’s in-field service contractor and take initiatives to optimize cost and effectiveness of in-field service.
• Providing step-by-step guidance to help customers resolve issues.
• Following service case process for product returns (RMA), plan for inhouse service work and repairs, and coordinate for returning products to customer.
• Administration of service cases data in online service platform
• Daily and weekly reporting on open service cases
• Internal and external training of service technicians for using service workflows in online platform.

Spare parts and service parts:

• Establish and maintain lists of recommended spare parts for all product models.
• Receiving requests from customers and service partners for spare parts
• Order receiving, packing and shipment of spare parts
• Weekly reporting on inventory status for spare parts and proposed ordering of spare parts from manufacturing locations.
• Manage remote spare parts stock at customers and service contractors.

Background and experience:

• Work experience in a technical/product support role is required.
• College degree or technical degree is preferred.
• Must have mechanical and electrical troubleshooting skills and experience with HVAC systems.
• Experience with low-voltage, DC electrical systems is a plus.
• Experience in the telecommunications industry is preferred but not required.
• Computer skills are required. Working knowledge of MS Office: word, excel, PowerPoint and outlook/email and online service management systems.
• Customer service phone skills when representing Vikinor to our customers and service partners.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance

Schedule:

• Monday to Friday

Work Location: In person

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