HVAC Technical Support Rep

- Respond to customer inquiries via telephone, online platforms, in-person, and by mail - Offer guidance to customers on the effective use, servicing, and maintenance of products - Tackle and resolve customer issues during product installation and usage; provide troubleshooting support to dealers/contractors both via phone and on-site as needed - Facilitate the resolution of consumer/end-user complaints, aiming for resolution within one day based on carrier reporting system metrics - Report equipment issues to manufacturers and vendors through various communication channels - Create, publish, and maintain electronic and paper libraries of technical bulletins, troubleshooting documents, and pertinent information - Accurately complete and manage necessary paperwork and electronic records - Work collaboratively with manufacturers, warranty administrators, and department managers to address warranty and labor claims - Negotiate disputed claims with manufacturers, sales personnel, and customers as deemed necessary - Support the warranty department in claim submissions - Conduct technical training sessions for customers, contractors, and employees - Design new training programs as necessary and assist manufacturers with technical instruction - Enhance and maintain the training lab, including constructing and repairing training panels and equipment - Aid warehouse staff in evaluating damaged units for repair or disposition; perform repairs as required by the department manager - Engage in ongoing learning and development through training initiatives such as MN Air University and tech-support courses