POSITION: TSR Level I
REPORTS TO: Technical Assistance Center (TAC) Manager, Operations
LOCATION: San Antonio, TX
The TSR Level I provide support in the Operations Department providing technical support to retail customers, both internal and external.
Provide guidance to internal and external customers on proper operation, user maintenance, application, parts identification, and other duties assigned to support Friedrich products.
Provide detailed technical guidance to internal and external customers including but not limited to fault finding, installation recommendations, repair guidance and participation in the Factory Start up program for large installations of Friedrich products.
Track emerging product failure related trends based upon feedback from external customers and notify management when appropriate.
Document support activities via the Call ticket system ensuring that all inquiries are logged and appropriated coded and completed in a timely manner.
Notify immediate manager of issues pertaining to critical customers, product field failures or other circumstances requiring management involvement.
Assist customers with their issues in a timely and effective manner to ensure a positive customer experience is achieved.
Develop, modify and update as required service manuals and parts lists for Friedrich products.
Provide informal /formal training to colleagues as directed by management.
Experience & Education Requirements
Minimum requirements are Associate’s Degree or HVAC accreditation from technical trade school. However, technical accreditation of refrigeration and/or low voltage control systems with a minimum of 3 years of mechanical and electrical experience will also be considered.
Minimum 1 year of experience in troubleshooting and repair of appliances, HVAC systems, Ductless Split Systems and variable speed products is strongly preferred.
Universal HVAC certification or enrolled to obtain HVAC certification.
Must have excellent written and verbal communication skills and demonstrated ability to work both independently and with others.
Intermediate computer skills and common computer software applications.
Must be able to multi task
Some travel is required.
Occasional lifting of up to 100 lbs. required.
Critical thinking and problem solving
Takes initiative when presented with a challenge
Ability to handle multiple tasks at the same time with distractions
Ability to work efficiently alone and/or in a team environment
Please note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
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