Technical Service Representative

Job Title:

Technical Service Representative

Department and Number:
Customer Service

Employment Status:
Permanent, Full-Time, Hourly

Location of Job:
Onsite, Lenexa, KS

Supervisor

Job Title:

Technical Support Supervisor

At Systemair, we have a passion for indoor air quality. We are constantly striving to provide ventilation solutions that improve health and productivity in an energy-efficient and sustainable manner. Entrepreneurship is in our DNA, and we continue to grow in terms of capabilities, product range, size, sales volume, and market share. We employ and empower people to take initiative and make decisions with the best interests of our customers and team at heart by achieving our goals to be an Employer, Brand, Investment, and Neighbor of Choice.

Simply put, we prioritize, simplify, and trust, while committing to accountable behavior and personal responsibility at work and with our neighbors.

Under the direction of the Techncial Support Supervisor, you will play a crucial role in combing technical and customer service expertise to support our business objectives. As a part of our Sales team, you will assist customers, technicians, and stakeholders with product inquiries, troubleshooting, and solutions.

With our continued growth, we are searching for a motivated individual who is aligned with our culture and has the essential skills and experience described below to take on this career opportunity.

• Respond to customer inquiries via phone, email, or chat regarding HVAC products, systems, and services.
• Provide accurate and timely solutions to customer issues and concerns.
• Assist customers and technicians with diagnosing and resolving technical problems with HVAC equipment.
• Guide customers through step-by-step processes to resolve issues or optimize system performance.
• Stay up to date with product specifications, installation guidelines, and operational standards for HVAC systems.
• Educate customer on proper product usage, maintenance schedules, and energy-saving tips.
• Work closely with field technicians, sales teams, and product managers to address complex issues and ensure customer satisfaction.
• Escalate unresolved technical problems to engineering or quality teams as needed.
• Maintain accurate records of customer interactions, technical issues, and solutions in a CRM or ticketing system.
• Prepare and deliver reports on recurring issues or opportunities for product improvements.
• Provide pre and post sales technical support to the sales team as needed.
• Assist in recommending HVAC solutions tailored to customer needs.

• Previous experience in a Technical Customer Service position or similar role preferred.
• Familiarity with HVAC principles, components, diagnostic tools, and software.
• Previous experience with CRM systems and documentation preferred.

• Familiarity with quality, sales, and product management processes and guidelines preferred.
• Previous experience with continuous improvement guidelines preferred.

• High attention to detail required.
• Organizational and problem-solving skills required.
• Technical skills required for computers, phones, phone software, and tablets.
• Able to work proficiently in a team-oriented setting, as well as independently.
• Able to work in a fast-paced environment.

• Prolonged periods of sitting at a desk and looking at a computer.
• Light physical effort - able to lift up to 20lbs at times.
• Sitting, lifting, squatting, pushing, or reaching for intermittent or extended periods.

• Factory, Warehouse, Distribution Center, Office
• May be exposed to loud, repetitive sounds from machinery or equipment
• May use chemicals or other in accordance with SDS
• May operate machinery in close proximity or with objects exposed to eyes or face

The job conditions described here and above are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the position. Proper use of PPE such as safety glasses, closed toe shoes, hearing protection, gloves, face shields and other equipment as designated by the job being performed in a production environment is mandatory.

Adherence to Systemair's safety policy is a condition of employment.