Overview:
Provide exceptional care and support to our customers, end users, and contractor base with product and technical support by performing the duties outlined below. Responsible for following quality systems and procedures as required.
Overall objectives are to respond to customer needs in the office and in the field as needed as well as support other Service Professionals as needed. Position
Essential Functions:
- Answering phone calls as assigned by Service Coordinators. Expectations are to determine failure or reason for call, trouble shoot problem, analyze and diagnose issue (if able), determine if a contractor needs to be dispatched, and document call in the appropriate Service Database service record.
- Answer Service E-Mails as assigned by Service Coordinators.
- Use DTS provided equipment (computers, laptops, cell phones, etc) to complete duties. Ability to effectively work with Microsoft applications (specifically Word, Excel & Access), such as create, modify and maintain. Written communication is grammatically correct and of a professional manner.
- Ability to evaluate, trouble-shoot, diagnose and repair chillers in the field. May occasionally travel with field technicians for training and assistance. Must have a valid driver’s license. Have sufficient transportation.
- Enter complete service reports for warranty and non-warranty calls received regarding Koolant Kooler, Dimplex & Riedel brand chillers and heat pumps in the Service Database. Service Reports must reflect accurate and complete data.
- Have a strong customer focus for both Internal and External Customers.
- Internal Customers – Following rules and procedures within corporation when servicing the customers’ needs. Work cohesively with all departments throughout Dimplex Thermal Solutions and our sister companies.
- External Customers – Provide exceptional care to all customers.
- Create sales orders with parts that are required to complete warranty service call. Provide support documentation to Finance.
- Be able to proficiently collect necessary data from System 21. Also be able to add information as necessary (i.e., new sales orders or new “ship to” address).
- Promote services such as our Paid Service Calls, Service Packages and Spare Part Kits.
- Enter EWR’s as required for customer’s modifications, changes, etc.
- Become familiar with Engineering PDM program.
- Take part in being on call during the week and on the weekends
- Any additional duties as assigned or tasked.
Principal Requirements for Position:
- Education, training and/or qualifications necessary to meet the desired outcomes of the position.
- High School Diploma required. Associates Degree or higher preferred.
- High level of mechanical aptitude
- Diagnostic troubleshooting ability
- Ability to read and comprehend technical drawings and blueprints
- Licenses/certifications required of this job and method used to obtain this accreditation. Training can be provided by the company as needed.
- Successful completion of Refrigeration Classes
- EPA 608 Certification
