What are the responsibilities and job description for the Tier 2 position at Contactus LLC?
Tier 2 Tech Support
Level 2 Tech Support includes advanced troubleshooting steps to identify and document root cause failure and handling through resolution for identified products.
We need a Tier 2 Technician to join the Bosch/ContactUs team supporting our growing market of heating, cooling, and hot water systems. This position requires a person that is customer focused with HVAC experience and is adaptable to the changing needs of our expanding business. The person in this position will provide troubleshooting via phone and/or email.
This role will require travel for training. May be required to complete an apprenticeship and/or formal training in area of specialty.
Job Duties & Responsibilities:
- Provide phone and email trouble shooting and applications assistance to contractors, dealers, engineers, architects, and homeowners on hydronic heating, forced hot air, domestic hot water, air-conditioning, heat pumps.
- Provide trouble shooting and applications support internally to Customer Service, Warranty and Returns and Tier 1 teams, as well as outside sales representatives
- Start and maintain computer based electronic records of calls.
- Review and answer departmental emails.
- Assist the business in complaint resolution or technical investigation when required.
- Assist the business in continuous improvement projects
- Ability to work a schedule between 11 AM and 8 PM, Monday through Friday.
- Must be able to work independently, under moderate supervision
Qualifications:
- 1-3 years of relevant industry experience in HVAC – Heat pumps, tankless hot water, residential boilers. May have 0 years of work experience with a trade school certification
- High School diploma or equivalent
- NATE certification, Oil or Gas license is preferred but not necessary. EPA certification is a plus
- System piping, hydronics, venting, wiring. Retention oil burner experience is a plus
- Demonstrated technical knowledge of one or more of the following required:
- Oil and Gas installation and service, Boiler, controls, fuel combustion, heat exchange/transfer, fluid transfer, fresh air and exhaust systems. Air - Conditioning circuits, Air conditioning, compressors, controls, ground loops, water source heat pumps, Domestic hot water systems.
- Understand problem solving, and willingness to take initiative, customer orientation, communication skills and ability to function as a member of a team.
- Strong phone and computer skills, including proficient typing skills, and the ability to navigate multiple open tabs, systems and processes.
- Experience with or willingness to use collaboration tools for remote work (Skype, Teams)
- A positive attitude and mindset to achieve individual and departmental goals
- Organization, attention to detail, and an overall sense of urgency and ownership.
- Experience with MAS500, SM , Microsoft Word, Excel, Access or Outlook a plus.
- Existing typing skills a plus
Other Duties:
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.
EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
#indsj1
