Title:  HVAC Technical Support Technician II

Note: MUST reside in DC, Maryland, or Northern Virginia. This is a remote position, with a preference for candidates located in or near Frederick, MD. Candidates in the larger DMV (DC, Maryland, Northern Virginia) area will also be considered and are encouraged to apply. 

Summary:

Under the direction of the Tech Support Manager, the applicant must become a recognized subject matter expert for all the company’s product lines. The primary job responsibilities include providing direct technical assistance via telephone or e-mail for the corporate office in Frederick, Maryland. Applicant must promote a congenial and professional atmosphere when dealing with sales representatives, other team members, customers, and vendors. 

Essential Duties and Responsibilities:

• Provide technical support for all product lines offered by the company
• Serve as the initial point of contact for customer technical support requests
• Appropriately bring technical issues to other departments within the company
• Document all activities in the established databases and applicable forms
• Perform research for all service tickets to ensure accurate resolutions are provided
• Escalate difficult situations quickly and provide recommendations to the leadership team
• Provide customer feedback to the Engineering and Quality Assurance teams in support of continuous improvement efforts
• Support training and field service activities as required
• Must be self-motivated and have a desire to learn about our products and our industry
• Must be a self-starter and require limited direct supervision

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

• H.S Diploma/G.E.D and 1-2 years trade school in HVAC/R or related areas
• 3 or more years of experience as a service technician in the HVAC/R industry

Certificates, Licenses, Registrations:

• Type II EPA certification for the handling and reclamation of refrigerants

Skills:

• Ability to read and understand English instructions
• Good oral and written communication skills
• Must be able to technically communicate (verbal and written) to individuals with varying levels of HVAC understanding
• Bilingual preferred, but not required (Spanish, German, French, or Italian is a plus)
• Proficient in Microsoft Office Software 
• Familiar with BMS Controls (BACnet & Modbus RTU)
• Must be able to read electrical schematics, wiring diagrams, controls diagrams, and piping diagrams
• Must be able to read and understand equipment and performance specifications
• Must be able to read and understand sales order documentation and sales transmittals
• Must be able to read electrical meters and HVAC-specific tools/equipment
• Must be proficient in the use of a PC and mobile digital devices such as a smartphone and/or tablet computer

Hourly Rate: $25 - $30