Customer Support Technician III

Summary

Nortek Data Center Cooling is a Madison Industries company that specializes in innovative indoor air quality solutions. The Customer Support Technician III will be responsible for addressing warranty-related service issues for the Data Center product line, providing technical expertise, and ensuring customer satisfaction through effective service delivery.

Responsibilities

• Commission, repair, and service mechanical and electrical equipment associated with new Data Center Cooling projects
• Review work orders, blueprints, schematic diagrams and related materials to determine tasks to be performed, tools, equipment, and parts needed for installation or repair
• Demonstrate experience in managing challenging jobs with the objective to mitigate the impact on customer’s building/experience while also minimizing the financial burden on the company. This requires working with multiple entities on a job – building owners, general and mechanical contractors, engineers, and local servicing contractors
• Consult with engineering and manufacturing personnel to resolve unusual problems in system operation and maintenance
• Provide superior customer service to both internal and external customers while maintaining a professional appearance and demeanor
• May advise management regarding customer satisfaction, product performance, and suggestions for product improvements

Skills

• High school diploma or equivalent
• Three to five years' experience in installation, maintenance, and troubleshooting; HVAC servicing or similar electromechanical experience preferred
• Ability to travel ~85% of the time to various job sites for commissioning and warranty work
• Superior analytical skills and attention to detail
• Ability to read and interpret blueprints, plans, and manuals
• Ability to stay on project through root cause analysis
• Excellent customer service skills with desire to exceed internal and external customer expectations
• Ability to work independently in a timely manner, ensuring job is completed correctly with outside technicians and ability to follow up on parts delivery
• Trade/technical school or certification a plus
• Product experience with industrial HVAC equipment or similar electromechanical products preferred
• Strong experience in Microsoft Excel and Word
• Intermediate experience with commercial projects
• Building automation experience a plus

Qualifications

Must Haves

• High school diploma or equivalent
• Three to five years' experience in installation, maintenance, and troubleshooting; HVAC servicing or similar electromechanical experience preferred
• Ability to travel ~85% of the time to various job sites for commissioning and warranty work
• Superior analytical skills and attention to detail
• Ability to read and interpret blueprints, plans, and manuals
• Ability to stay on project through root cause analysis
• Excellent customer service skills with desire to exceed internal and external customer expectations
• Ability to work independently in a timely manner, ensuring job is completed correctly with outside technicians and ability to follow up on parts delivery

Nice to Haves

• Trade/technical school or certification a plus
• Product experience with industrial HVAC equipment or similar electromechanical products preferred
• Strong experience in Microsoft Excel and Word
• Intermediate experience with commercial projects
• Building automation experience a plus

Benefits

• Comprehensive compensation and benefits package
• Health
• Dental
• Vision
• Life
• STD
• LTD
• FSA
• HAS
• 401(k) Plan with company contributions
• Benefits start day one
• 401K match
• First year, 4 weeks’ vacation (accrued)
• Airconditioned work environment