tst- tech svc rep iii - Roanoke, TX , USA, United States - Samsung HVAC America, LLC

Description

Job Title:Technical Services Representative III

Department:Technical Services Call Center FLSA Status:Exempt
Position reports to:Call Center Manager

Position Summary (Purpose of the job):

This position provides specialized, senior technical service support for customers, staff and external users of Samsung HVAC / Samsung products. An individual shall be able to diagnose and resolve technical situations while providing excellent customer service. Technical support may be delivered by telephone or via email and include manual entry of authorization requests into the internal tracking system. If further assistance is needed coordination of onsite visits may be required. Track and maintain a database for internal product development. Conduct, develop, and review technical training material. Assist with projects assigned by Technical Call Center Manager for overall company growth and customer satisfaction.

Key Responsibilities

%

1.

Respond to escalated Technical Support Service calls (emergency, On-site, via phone or online). Check indicated points of trouble, analyze full requirements of Samsung HVAC equipment, and test systems components

60

2.

Update and maintain an internal customer support database for issue tracking.

20

4.

May assist in preparing all levels of reports, compile data into a comprehensible format, and provide information for the department's effective customer, internal, and company communications.

5

5.

Participate in the development and improvement of programs and activities within the Technical Services Department. This will focus on processes needed to enhance the customer experience from Samsung HVAC.

5

100%

Minimum Job Qualifications: Education/Training -

• Bachelor's degree or equivalent with a certificate in Heating, Ventilation, and Air Conditioning or equivalent combination of education and experience required
• 7 - 10 years of specialized training and knowledge in the HVAC industry
• Experience in a fast-paced call center environment, including data entry, word processing, spreadsheets, and software.
• Experience researching information and preparing communications.

Business Experience -

• Ability to review training content and materials for highly technical HVAC products.
• Plan, organize, and prioritize multiple assignments and projects

Specialized Knowledge/Skills -

• Demonstrate competency in oral and written communication skills for internal and external personnel.
• Work independently and in a team environment to achieve personal and departmental goals within established time frames with minimal supervision.

Working Conditions:

Environment (Office, warehouse, etc.) -

• Operate a computer keyboard, and telephone, and view a video display terminal for more than 90% of work time.

Physical Requirements (Lifting, standing, etc.) -

• Lift, move or adjust general office equipment, boxes, or materials weighing up to 50 pounds using proper materials handling equipment and procedures.
• Occasionally work additional hours beyond the normal schedule
• Individual must possess a valid driver's license in good standing.
• Regular travel requirements with occasional overnight travel up to 25% required.

(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)