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
The pay range for this role is $70,000 - $100,000. Candidates who meet all preferred qualifications may be eligible for compensation above $85,000.
Minnesota Air, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or any other category that may be protected by law.
SKILLS/ABILITIES
· 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).
EDUCATION AND EXPERIENCE
· 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.
· Ten years or more experience with residential and commercial HVAC products (preferred experience with commercial HVAC equipment and controls).
· EPA Refrigerant Handling Certification, Type I and II.
PHYSICAL REQUIREMENTS
Minnesota Air is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential duties and responsibilities of the role.
· 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.
· The work environment is moderately noisy, with typical sounds such as computers, phone calls, and conversations.
· May occasionally be exposed to extreme cold, extreme heat, electrical shock risks, fumes or airborne particles, toxic or caustic chemicals, and vibrations.