Technical Customer Service Coordinator

Description

Position Summary:

Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third-party products to efficiently resolve warranty and non-warranty service requests. This role serves as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities, accurate documentation, and cost-effective solutions that support customer satisfaction and operational excellence.

Key Responsibilities:

• Coordinate service technician schedules, prioritize work orders, monitor job status, maintain records, and communicate with customers and field staff to ensure timely service delivery
• Develop and maintain product knowledge to serve as a technical resource in installation, programming, and equipment protocol and designated third party products and services
• Respond to technical service inquiries from customers in a timely fashion via phone, email, and ticketing system
• Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and third-party products and services provided by AHT
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
• Monitor and update customer 3rd party service portals (Service Channel)
• Review store prints, diagrams, and specifications
• Collaborate with contractors to ensure store meets operational standards
• Perform system modifications and/or software and parameter updates, as needed
• Escalates more complex inquiries to a higher-level support team member
• Understand and enter parts orders in Zoho system
• Perform unit testing, monitoring, troubleshooting on returned units to assist quality with root cause diagnosis
• Evaluate, approve, or dispute contractor requests to exceed authorized Not-to-Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and aligned with company standards and budget requirements
• On-call weekend phone monitoring rotation
• Performs other duties as directed

Requirements

Decision-making and Leadership

Competencies:

• Outstanding interpersonal, communication, and presentation skills
• Strong analytical, critical thinking and problem-solving skills

Job Specification/Expertise:

• Associate’s (AA) degree or equivalent from a two-year college or technical school
• 1-3 years of related HVAC/R experience and/or training, or equivalent combination of education and experience.
• Experience coordinating service calls, communicating with field technicians, and understanding HVACR-related work orders, scheduling priorities, and parts requirements is strongly preferred.
• Candidates must have working knowledge of dispatching principles and practices, including scheduling, and assigning work, prioritizing service requests, monitoring technician status, maintaining accurate records, and communicating effectively with customers and field personnel.

Special Requirements:

• Candidates must possess demonstrated experience supporting HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) operations, including knowledge of HVACR terminology, equipment, service processes, preventive maintenance practices, and customer service requirements.
• Ability to use dispatching, scheduling, or work-order management systems while managing multiple priorities in a fast-paced environment is required.
• Strong computer proficiency, including working knowledge of Microsoft Office applications such as Word, Excel, Outlook, and email systems, with the ability to accurately enter, manage, and maintain electronic records and data.
• Experience with troubleshooting and repair of electronic equipment
• Ability to quickly understand complex or technical solutions
• 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 various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance. User computer software tools to diagnose and adjust parameters
• Knowledgeable in SAP or similar ERP system

Physical Requirements:

• Must be able to stand/walk/move about specific work area: 20% 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: 15% of the time
• Must be able to lift over 25lbs on an infrequent basis: 10% of the time
• Must be able to work and operate a computer: 85% of the time
• 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
• Vision is required to analyze and process work; and to work on…