Technical Product Support Specialist
Apply NowLocation:
Mobile, AL, US
Company:
AHT Cooling Systems USA, Incorp specializes in innovative refrigeration and heat pump systems.
Summary:
The Technical Product Support Specialist provides advanced support for customer technical needs and assists in product management. Candidates should have an associate degree, HVAC/R experience, and the ability to develop training programs.
Requirements:
Technology: MS Office
Hard Skills: advanced proficiency in HVAC/R systems, troubleshooting and repair of Heat Pump issues, development of technical documentation, creation of training modules, energy analysis
Credentials: Associate’s (AA) degree or equivalent from a two-year college or technical school or equivalent combination of education and experience
Experience: 5-7 years of related HVAC/R experience and/or training
Job Description:
Job Description
1 Organizational Integration
Classification Service Business Employ COS HC (52)
Dept/Org Group Customer Service – Customer Service Training Cost Center 54940
Job Title Product Support Technician
Reporting to: Product Support Manager
Responsible for: N/A
Position Information
Level/Grade 4.4 Work Location Remote EE Class FT Exemption Status NE
2 Goal of Role
This position is responsible for providing advanced support of customer warranty and non-warranty technical needs for all AHT products and services. This position is key in strengthening internal and external knowledge through advanced technical support, documentation, training, and special projects. Additionally, will resolve technical product issues and is a liaison to Product Management for design and application.
3 Tasks
- Maintain advanced proficiency in all products and services that the company offers. This includes installation, programming, and equipment protocol
- Maintain advanced proficiency in all designated third-party products and services
- Troubleshoot and repair Heat Pump issues, achieving minimal downtime
- Develop work instructions and technical product documentation for AHT and third-party products and services provided by AHT
- Knowledgebase submittals for reference
- Review Customer Service project scopes, store prints, diagrams, and specifications for accountability and advanced application of equipment.
- Evaluate and specify alternative components
- Work with contractors to review and ensure store meets operational standards
- Outline, develop, and implement technical training modules for internal and external use including metrics to track progress and participation with pass/fail analysis and certification protocol
- System CX with modifications and/or software and parameter suggestions for efficient operation of assigned products
- Perform/manage system energy analysis for optimal operation
- Performs other duties as assigned
Requirements
4 Decision-making and leadership competencies
- Outstanding interpersonal, communication, team skills, intercultural understanding
- Demonstrated organizational skills
- Ability to develop and deliver technical training programs
5 Job specification/expertise
- Associate’s (AA) degree or equivalent from a two-year college or technical school or equivalent combination of education and experience
- 5-7 years of related HVAC/R experience and/or training
6 Special requirements
- Certified in the use and handling of refrigerants preferred
- Ability to read, understand and use assembly drawings, wiring diagrams; capable of troubleshooting, testing and repairing electromechanical components
- Understands and can take necessary ESD precautions with sensitive electronic hardware
- Familiarity with various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance.
- Ability to use computer and software tools used to adjust parameters and diagnosis
- Familiarity with MS Office programs to include: Word, Excel, and IBM Notes email programs is required
- Experience with SAP a plus
- Must be available to work different schedules on a daily basis as determined by the availability demands of our clients
- Up to 75% overnight travel is required
- Valid Driver’s license in state of residency is required
7 Physical requirements
- Exposed to moving mechanical parts, outside weather conditions, extreme cold, extreme heat, and risk of electrical shock: 5% of the time
- Exposed to wet and/or humid conditions, high precarious places, fumes or airborne particles, and vibration: 5% of the time
- Must be able to stand/walk/move about specific work area: 25% of the time
- Must be able to bend/reach/twist/stoop: 10% of the time
- Must be able to lift up to 10lbs on a frequent basis: 25% of the time
- Must be able to lift over 25lbs on an infrequent basis: 5% of the time
- Must be able to work and operate a computer: 85% of the time
- Vision is required to analyze and process work; and to work on computers and other office equipment
- Hearing is essential for safety reasons; and to communicate with employees, supervisors, managers, vendors, suppliers and customers via conversation, group meetings, and/or phone conferences
