Technical Service Specialist

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

This is a position with The Marley Company, a parent company which provides administrative support to the SPX Enterprises HVAC Heating businesses (such as WM Technologies, LLC, Marley Engineered Products, LLC, Patterson-Kelley, LLC) and includes all Weil-McLain® branded products.

SPX is a diverse team of unique individuals who all make an impact. As the HVAC/Boiler Technical Services Specialist (Non-IT) you will provide pre- and post-technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments.

While each day brings new opportunities at SPX, your core responsibilities will be:

• HVAC & Boiler Technical Excellence/Customer Support:
  • Provide technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail, or in person.
  • Diagnose and resolve technical issues promptly, provide troubleshooting assistance for problems involving control systems, combustions, venting, and piping on commercial and residential boilers.
  • Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
  • Deliver technical training support to internal personnel when required.
  • At the discretion of the Technical Services Supervisor, perform special assigments related to systems, policies, procedures, and customer inquiries.
• Information/Communication:
  • Provide parts identification assistance to distributors, contractors, internal personnel, agents, etc.
  • Provide product support information/direction from existing manuals, bulletins, and guides.
  • Ensure prompt, accurate, and consistent information is communicated to customers as it relates to:
    • Product description and operation
    • Boiler specifications and installation information
    • Wiring, piping, and control diagrams
    • Troubleshooting and field visits when necessary
    • Current and obsolete boiler repair parts identification
    • Obsolete boiler identification
• Documentation & Continuous Improvement:
  • Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
  • Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems, and/or product complaints.
  • Identify opportunities for process improvement via updating/streamlining technical support procedures

We each bring something to the table, and we are looking for someone who has:

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.

• Professional technical school/training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, wiring, and hydronic systems
• Training or experience using a CRM such as Microsoft Dynamics 365 or
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as Tech See or Sightcall

• HS Diploma or equivalent is required
• Technical degree or certificate preferred

• Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

• Minimum travel may be required. Less than…