What are the responsibilities and job description for the Services Technician position at Laars Heating Systems Company?
Primary Function:
The Services Technician I will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.
Responsibilities:
- Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
- Review service cases and make determination of any site-related or component-related problems
- Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
- Defuse and resolve more difficult and challenging technical issues
Job Requirements:
- 3-5 years of experience in a customer service
- Comfortable in a fast-paced contact center environment
- Installation and servicing of plumbing and HVAC/R products is ideal, but not required
- Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
- High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
- Strong verbal and written communications skills
- Experience with escalation resolution
- Ability to work in a collaborative environment and independently
