What are the responsibilities and job description for the Technical Customer Experience (Customer Service) Specialist position at Duravent Group?
Who We Are:
The Duravent Group is a recognized global technology leader in the HVAC industry, first-to-market with innovations in venting systems. Founded in 1956, our $500 million company is headquartered in Detroit, Michigan, and has 15 locations across Canada, Mexico and the United States. Duravent leads with best-in-class design and manufacturing capabilities, world-class distribution networks, and customer-first service and support. We ensure quality and drive safety through scientifically proven materials and unequaled engineering.
Duravent acquired Grand Rapids-based Hart & Cooley in 2021. A leader in the HVAC industry since 1901, the Hart & Cooley acquisition brings a legacy of quality and service, robust manufacturing and distribution capabilities, and a suite of trusted brands into the Duravent family.
As a combined company, Duravent is uniquely positioned as the next generation leader in interior climate technology industry. Our team of passionate professionals needs you! Come join us and help us build for the future!
This Role:
Our Customer Experience team is currently seeking a hybrid, full-time Technical Services Specialist based out of one of our major locations, including Grand Rapids MI, Vacaville, CA, or Huntsville, AL. This role will report to the Technical Services Manager.
What You Will Do:
The Technical Services Specialist ensures customer satisfaction through technical support and training, and also provides the company competitive intelligence through the monitoring and reporting of customer trends.
How You Will Do It:
- Provide information to customers regarding product specifications and performance
- Assist with customer complaints, including quality and warranty issues, via technical calls, e-mails, and formal letters
- Develop installation instructions for specific products and organize/maintain files of other technically oriented sales support materials
- Similarly, participate as a technical expert for marketing initiatives such as the update of product information on the website, development/update of marketing materials, preparation for trade shows, and development of technical videos
- Develop, maintain, and facilitate internal training schedule. Participate in all aspects of internal technical training through webinars and on-site training
- Monitor industry journal and keep updated on latest trends, technologies, and best practices. Provide updates on a periodic basis
- Other special projects as needed
What We’re Looking For:
- Candidates who are currently authorized for work within the U.S. without requiring future visa sponsorship (required)
- Candidates with prior technical/professional experience with HVAC products or prior CAD/design experience (required)
- Skilled written and oral communicator, able to cultivate relationships with customers and employees
What We Offer:
- 401(k) with match
- Thirteen Paid Holidays (10 assigned, 3 floating)
- Paid Vacation
- Paid Personal Time Off
- Medical, Dental and Vision Insurance (effective day 1!)
- Long Term Disability Insurance
- Short Term Disability Insurance (variable per state)
- Life Insurance
- Flexible Spending Accounts
- Employee Assistance Plan
EEOC Statement:
Duravent is an equal opportunity employer committed to making employment decisions solely on valid job requirements. We provide employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity/expression, age, disability or veteran status.
Salary Range:
In compliance with California state law, current expected salary range for this role is $45,000-75,000.
Salary : $45,000 - $75,000
