HVAC Tech Support Specialist

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

The Opportunity:

Provide first contact via phone and email fielding sales support requests from contractors, end users, Applied Rep partners, Manufacturer's rep partners, MVP rep partners and LGEUS sales staff. Provide pre-sales and post-sales phone and email support through the LG Legacy and MVP hotlines, including pre-installation support, installation support, commissioning support and aftermarket support. Manage Sales opportunities from conception to sale by providing all required information, engineering data, design assistance, and equipment selection to drive higher sales closing rates. On the post sales side, manage incoming cases to include full post sales technical support driving issue from report to resolution, improving the customer Post-Sales experience.

Provide prompt and courteous response to calls coming into the LG Aftermarket Support Center.

As the HVAC Tech Support Specialist, you will:

• Provide pre and post sales technical support via telephone, web and email.
• Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, piping recommendations, or other information as published in LG equipment literature.
• Installation and Operations manual interpretation.
• Engineering manual interpretation.
• Submittal assistance.
• Service and Operations manual interpretation.
• Assist callers with application and troubleshooting of Multi V and DFS equipment.
• LGMV data interpretation.
• Log all calls in CRM to track information by customer, model number, and project.
• Escalate case to field personnel as required.
• Follow up on customer inquiries to ensure job completion and job satisfaction.
• Update technical knowledge database as time allows.
• Train/assist Jr. Technical Specialists.
• Perform other related job duties as assigned.

Qualifications:

• Associates Degree required; Bachelor's degree preferred.
• Minimum 7 years' experience in the HVAC field or in a technical support role.
• Excellent communication skills and interpersonal skills to interact effectively with diverse client group.
• Ability to troubleshoot in depth service issues via phone.
• Ability to read, analyze and interpret technical business periodicals, professional journals and technical procedures.
• Ability to write reports and business correspondence.
• Ability to read and edit technical drawings/prints.
• Ability to effectively present information and respond to questions from management, clients and customers.
• Ability to work in a technically dominated environment: engineering, contracting and construction.
• trades and able to absorb and commit technical information to knowledge quickly.
• Ability to anticipate and solve practical problems and resolve issues.
• Self-starter with the ability to work both independently and within a team.
• Ability to effectively communicate ideas and properly describe problems and solutions.
• Ability to effectively handle multiple tasks.
• Well-developed planning, organization, analytical, and decision-making skills.
• Proficient computer skills, such as Excel and PowerPoint.
• Ability to produce clear, timely and concise documentation and have well-developed problem-solving skills.
• Required regularly to sit, talk, and listen.
• Required to stand, walk, use hands to pick up, handle or feel and reach with arms.
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.
• Must be able to travel on business occasionally or work beyond normal work hours as necessary.
• Must be able to lift boxes and/or equipment of up to 30 pounds.
• Working Conditions - noise level in the work environment is usually quiet to moderate.