Level 2 Factory/End User Technical Support Technician

Pro Refrigeration, Inc.

Customer Service
Auburn, WA
Posted 1 year ago

Pro Refrigeration Inc., manufacturer of Refrigeration Systems, is seeking a Level 2 Factory/End User Technical Support Technician to assist end users of glycol chiller systems with issues and to ultimately reach final resolutions to Class A, B, & C calls. This individual is responsible for daily support of issues related to glycol chiller systems and will directly assist Level 1 Technicians and Production Personnel. The Level 2 Technical Support Technician will work closely with Level 1 and Level 3 team members to handle inbound issues placed via phone, email, or chat. This position is a role that requires strong technical skills, familiarity with customer service processes as well as great customer service skills. We are interested in Team Members moving forward and advancing to Level 3 with an increased knowledge of controls troubleshooting, microprocessor and VFD fundamentals and participating in our on-call rotation.
RESPONSIBILITIES include but are not limited to:

  • Answer incoming phone calls
  • Provide outstanding customer service to our end users and mechanical contractors while resolving issues related to the chiller systems.
  • Escalate problem calls when necessary or request guidance when obstacles prevent timely resolutions
  • Accurately and completely document calls within a Trouble Ticket CRM environment
  • Update records in the Trouble Ticket CRM system
  • Detail all actions taken and maintain Class A, B, & C call progress reports
  • Identify and communicate potential documentation improvements to supervisor
  • Identify and communicate opportunities for improvements to online technical resources to supervisor
  • Work with Level 3 Technician and Factory Personnel in testing station, giving a final check of operation prior to shipping preparations.
  • Respond to and answer Technical questions from Production Team.
  • Scheduling & Coordination of attendees in regional training sessions (1 per quarter)
  • Provide guidance to Outside Service Partners, and PRO employees during start up
  • Seek out on-the-job training and review the opportunities with supervisor to expand skills required to meet goals and prepare for promotion to higher-level support roles

QUALIFICATIONS:

  • 3 Years Working knowledge of Glycol Chiller Systems
  • 3 Years Working knowledge of Basic Refrigeration Operation
  • Familiarity with Industry & Technical terminology
  • 2 Years of Customer Service Experience
  • Proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint)
  • Must be able to relate well with customers and co-workers in a fast-paced atmosphere and be able to respond appropriately with one another with direction from a supervisor
  • Excellent written and verbal communication with customers, office and team
  • Must be responsible, driven, and possess a strong attention to detail

COMPENSATION:

Pro offers competitive pay depending on experience as well as a full benefits package including Medical, Dental, Paid Leave and 401K. Pro is an EOE.

Job Features

Job CategoryRefrigeration Technician

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