Technical Support Specialist

Job Details

Job Location AAON Tulsa - Tulsa, OK Position Type Full Time Salary Range $22.99 - $34.49 Hourly Job Shift Day Job Category Sales

Description

Job Summary: Provides technical support to AAON representatives and technicians via phone communication during live interactions. Provide written answers in clear and direct communication via emailed interactions from third party representatives and customers.

Essential Job Duties and Responsibilities:

• Provides live support for field HVAC technicians onsite over the phone.
• Responds to emails in a professional and courteous manner with detailed information to provide guidance on field related queries.
• Interprets wiring diagrams to help diagnose issues in house and in field.
• Performs initial troubleshooting for common issues using available resources and manuals.
• Escalates any unresolved or complex problems promptly and efficiently.
• Provides clear and concise communication when escalation is needed to more senior support and/or management.
• Assesses customer needs and recommend suitable solutions.
• Provides exceptional customer service.
• Reviews all technical support related processes and documentation for continuous improvement.
• Identifies patterns in recurring customer issues and reports them to Tier 2 for further investigation.
• Maintains and updates personal knowledge of current AAON product offerings and services.
• Logs results of all calls into job service notes.
  

Qualifications

Education and Experience Requirements:

High school diploma with a minimum of 3 years’ commercial HVAC experience or equivalent industry experience. Associate’s degree in applied science or a two-year technical degree preferred.

Knowledge, Skills, and Abilities:

• Fundamental understanding of HVAC related refrigeration operations.
• Fundamental understanding of wiring diagrams and how to decipher operation of units.
• Demonstrates a strong customer service mindset and professionalism.
• Excellent problem solving and technical communication skills, both spoken and written.
• Logical presentation of complex or simple applications in HVAC.
• Ability to execute multiple tasks simultaneously under time pressure

Work Environment:

• Primarily works in an office environment.
• Requires sitting/standing for long periods.
• Work requires periodic visits to the manufacturing facility with seasonal hot and cold temperatures, dust, and some chemical fume exposure.
• Lift and carry up to 10 pounds occasionally.
• Travel occasionally to job sites and office locations as needed.
  

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship