Technical Support Representative

Minnesota Air Inc•Bloomington, MN

13m•$70,000 - $100,000

About The Position

SUMMARY Provide comprehensive technical support and advice to customers and end users, addressing technical, hardware, and software issues related to Minnesota Air’s products. ESSSENTIAL JOB FUNCTIONS · Respond to customer inquiries via phone, online networks, in person, and by mail. · Provide guidance to customers on using, servicing, and maintaining products effectively. · Address and resolve customer issues during product installation and use; offer troubleshooting assistance to dealers/contractors through phone and on-site support as needed. · Assist in resolving consumer/end-user complaints, aiming to close complaints within one day (based on Carrier reporting system metrics). · Report equipment issues to manufacturers and vendors through electronic media, verbal communication, and in person. · Author, publish and maintain electronic and paper libraries of bulletins, technical information, troubleshooting documents and materials; assist in communicating this information as needed. · Complete, maintain, and process relevant paperwork and electronic records accurately. · Collaborate with manufacturers, warranty administrators, and department managers to resolve warranty and labor claims. · Negotiate disputed claims with manufacturers, sales representatives, and customers as needed. · Support the warranty department in submitting claims. · Conduct technical training for customers, contractors, and employees. · Develop new training programs as needed and assist manufacturers with technical training. · Maintain and improve the training laboratory, including constructing and repairing training panels and equipment. · Assist warehouse staff in determining the disposition or required repairs for freight-damaged units; perform repairs as requested by the department manager. · Participate in continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, and webinars. Performs other related duties as assigned

Requirements

Proficiency with Microsoft Office Software and applications.
Familiarity with smart devices and applications.
Ability to learn and adapt to new software applications.
Strong verbal communication and presentation skills; able to communicate effectively with diverse groups.
Basic understanding of algebra and geometry for technical calculations.
Ability to interpret instructions in various formats (written, oral, diagram, schedule).
Typing skills (30+ words per minute).
Associate’s degree or equivalent from a two-year college or technical school
Ten years of related field experience and/or training
Equivalent combination of education and experience will also be considered.
EPA Refrigerant Handling Certification, Type I and II.
Must be able to travel up to 15% of the time for job visits and training.
Ability to occasionally lift and/or move up to 100 pounds.

Nice To Haves

Ten years or more experience with residential and commercial HVAC products (preferred experience with commercial HVAC equipment and controls).

Responsibilities

Respond to customer inquiries via phone, online networks, in person, and by mail.
Provide guidance to customers on using, servicing, and maintaining products effectively.
Address and resolve customer issues during product installation and use; offer troubleshooting assistance to dealers/contractors through phone and on-site support as needed.
Assist in resolving consumer/end-user complaints, aiming to close complaints within one day (based on Carrier reporting system metrics).
Report equipment issues to manufacturers and vendors through electronic media, verbal communication, and in person.
Author, publish and maintain electronic and paper libraries of bulletins, technical information, troubleshooting documents and materials; assist in communicating this information as needed.
Complete, maintain, and process relevant paperwork and electronic records accurately.
Collaborate with manufacturers, warranty administrators, and department managers to resolve warranty and labor claims.
Negotiate disputed claims with manufacturers, sales representatives, and customers as needed.
Support the warranty department in submitting claims.
Conduct technical training for customers, contractors, and employees.
Develop new training programs as needed and assist manufacturers with technical training.
Maintain and improve the training laboratory, including constructing and repairing training panels and equipment.
Assist warehouse staff in determining the disposition or required repairs for freight-damaged units; perform repairs as requested by the department manager.
Participate in continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, and webinars.