Level 3 Factory/End User Technical Support & Field Technician

Level 3 Factory/End User Technical Support & Field Technician | Pro Refrigeration, Inc.

Customer Service
Auburn, WA
Posted 7 months ago

Pro Refrigeration Inc., manufacturer of Refrigeration Systems, is seeking a Level 3 Technician to assist end users of glycol chiller systems with issues and to ultimately reach final resolutions to Class A, B, C or D calls. This individual is responsible for daily support of issues related to glycol chiller systems and will directly assist all other Technical Support Technicians and Production Personnel. The Level 3 Technician will be available to work with Level 1 & 2 team members to handle inbound issues placed via phone, email, or chat. This position is a role that requires outstanding troubleshooting & technical skills. Participation in Field Commissioning and Warranty repair will be required. The Level 3 Technician is also an active participant in the on-call rotation from Monday A.M. through Monday A.M. the following week. Interstate travel expected to be around 40-60% of time.

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.
  • Coordinate travel accommodations and site schedule with customers who request Factory Commissioning.
  • 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 & D 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 Factory Personnel in testing station, giving a final check of operation prior to shipping preparations.
  • Respond to and answer Technical questions from Production Team.
  • Provide feedback from Field Work to Engineering of potential product improvements.
  • Presentation in quarterly regional training sessions and factory training sessions.
  • 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

 

QUALIFICATIONS:

  • 7 Years Working knowledge of Glycol Chiller Systems
  • 7 Years Working knowledge of Basic Refrigeration Operation
  • 5 Years Working knowledge of Variable Frequency Drive Controls
  • 5 Years of Customer Service Experience
  • Excellent Electrical and Electronic Troubleshooting Skills (DC and AC control circuits)
  • Proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Basic understanding of Local Area Networking, Routers, Switching, IP Addressing
  • 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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