Senior Product Service Specialist - HVAC - Hybrid

About the position

The Senior Product Service Specialist owns all strategic and operational aspects of serviceability for HVAC (ductless and unitary). Cross functional relationships with technology, quality, distribution and overseas engineering will be maintained to ensure that product design, product functionality, product service literature, and training materials are focused on serviceability. Our goal is to produce the best service and ownership experience. The Senior Product Service Specialist candidate will also deliver as the Voice of Service based on new product development programs, serviceability, quality and safety.

Responsibilities

• Develop and enhance product training modules including, but not limited to, product lineup, application, installation, operation, control, service, troubleshooting and product selection software.
• Develop hands on training materials that simulate faults allowing customers to troubleshoot our equipment during training classes.
• Conduct training independently for internal and external customers in company training facilities, and using distributor locations, or via Web based training sessions.
• Support in-field investigations to identify product performance issues by gathering pertinent data and participating in team-based discussions that include product engineering teams.
• Support distributor or dealer projects including field troubleshooting, product commissioning, application development, and technical support for distributors and dealers.
• Edit and suggest revisions to applicable product service literature (i.e., wiring diagrams, installation manuals, service manuals, etc.).
• Author and develop service guides, service bulletins and training bulletins. Collaborate with the technical editor for final release to the field.
• Provide post event reports, research and development of training events.
• Modify marketing materials technical content to meet customer requirements.
• Develop and deploy product updates, cut sheets for sales personnel and technical training sessions.

Requirements

• Proven problem-solving skills with a passion for training and customer support.
• Developed computer skills including Microsoft PowerPoint and Microsoft Office Suite.
• Excellent written and interpersonal communication skills.
• Experience in a project oriented environment.
• Demonstrated self-starter that works independently without constant supervision.
• Ability to challenge status quo and drive for performance excellence.
• Prior experience developing and/or delivering technical training material.
• High-energy person with the ability to work in a fast paced environment.
• High School Diploma, GED or equivalent.
• Completion of a Technical Degree or Training Program.
• 5 - 7 years of successful experience as a HVAC field service technician.

Nice-to-haves

• Language skills in French or Mandarin Chinese is a plus.
• Prefer ductless, unitary or VRF experience.
• NATE or other trade certification.