Location
Remote – Plymouth, MN
Responsibilities
* Provide intermediate level HVAC technical support to sales representatives, customers and service groups
* Manage large amounts of incoming calls and emails
* Promptly and accurately enter all incoming requests within Salesforce CRM
* Maintain communication records and necessary paperwork within Salesforce
* Reflect correct customer and case details with up-to-date information
* Build sustainable relationships and trust with customer accounts through open and interactive communication
* Identify and assess customers’ needs to achieve satisfaction and go the extra mile to engage customers
* Communicate problem areas to the appropriate parties as the need arises to ensure problems are surfaced and corrective action is taken in a timely manner
* Provide information to customers on an ongoing basis to answer questions or provide information with respect to their case status
* Provide weekly and daily updates and reports of case status and group metrics
* Provide authorizations for parts warranty request upon identifying quality related opportunities
* Conduct training sessions in a formal classroom or on the job site on product application, operation and maintenance
* Consult and collaborate with Engineering and Manufacturing on quality and product design improvements
* May provide coaching and/or mentoring to a subordinate group or staff member
* Write service literature, including flow charts and create micro videos
* Work closely with Manager on metrics, service opportunities, and manuals
Benefits
* Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
* The ability to make an impact and shape your career with a company that is passionate about growth
* The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best
* Multiple medical insurance plan options + dental and vision insurance
* 401K retirement plan with employer match
* Paid time off and company paid holidays
* Paid sick time in accordance with the federal, state and local law
* Tuition reimbursement after 6 months of continuous service
Minimum Qualifications
* Associate’s degree or higher – preferably in HVAC or mechanical engineering–related discipline
* 5+ years of commercial HVAC experience
* Knowledge of commercial HVAC and refrigeration systems
* Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
* Outstanding relationship management and interpersonal skills
Preferred Qualifications
* Salesforce CRM experience
* Bachelor’s Degree
Compensation
The typical pay rate for this position ranges from $73,300 - $120,700 in Minnesota. The range displayed represents the pay range for all positions in the job grade which this position(s) fall. Individual hourly pay rate will depend on a wide range of factors including your skills, qualifications, experience, and location.
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