Technical Services Representative II (Senior)

Samsung HVAC LLC is headquartered in Roanoke, Texas, with offices in California and Pennsylvania. Samsung HVAC LLC imports and manages equipment sales to HVACR wholesale distributors, manufacturer representatives and plan and specification representatives throughout Canada and the USA. Samsung HVAC LLC provides distributors and representatives a wide range of related products from a single source, becoming a value added supplier to over thirteen hundred distributor locations across North America. Samsung HVAC also leads the way in product availability, hands-on technical training (recognized by national certification agencies) and competitive sales programs.


Position Summary:

This position provides first line technical services support for customers, staff and external users of Quietside / Samsung products to diagnose and resolve their technical concerns. Support may be delivered by telephone or via email and include manual entry of authorization requests into internal tracking system. If further assistance is needed coordination of Service Support Representative visits, mailing of manuals, obtaining further electronic authorization needed in processing, assisting and determining appropriate technical assistant to ensure customer satisfaction.

Essential Duties and Responsibilities include the following:

Other duties may be assigned.

In this position, either directly or through others, the incumbent will:

  • Respond to escalated Technical Support Service calls (emergency, on-site, or on-line), check indicated points of trouble, analyze full requirements of (RAC, CAC or FJM) system and test systems components

  • May be responsible for setting up video conference training calls

  • Develop and maintain relationships with customers and vendors

  • Develop and participate in product training sessions

  • Place Inventory Requests for devices as needed

  • Assist other Technical Support Representatives with various needs

  • Perform word processing, prepare presentations, spreadsheets, correspondence, contracts, internal memos, status reports, etc.

  • Update and/or maintain company internal tracking system

  • May assist in preparing all levels of reports, compile data into comprehensible format, and provide information for the department’s effective customer, internal, and company communications

Background/Experience:

To qualify for this position, the following minimal background and skill levels are required:

  • Associate's degree (A. A.) or equivalent from two-year College or technical school with a certificate in Heating, Ventilation, and Air Conditioning or equivalent combination of education and experience required

  • 5 – 10 years specialized training and knowledge in HVAC industry

  • Experience researching information and preparing communications

  • Experience in fast paced call center environment, including data entry, word processing, spreadsheets and software

Necessary Skills/Attributes:

For this position the following skills and abilities must be demonstrated at a proficient level:

  • Develop and maintain excellent working relationships with all appropriate levels within and outside the company

  • Plan, organize, and prioritize multiple assignments and projects

  • Experience with a variety of training delivery methods and training development

  • Demonstrated competency in both oral and written modes for internal and external personnel at all levels

  • Work independently and in a team environment in order to achieve personal and team goals and complete assignments within established time frames

Physical/Mental Demands and Working Conditions:

The position requires the ability to perform the essential duties and responsibilities in the following environment:

  • Operate a computer keyboard, telephone and view a video display terminal more than 90% of work time

  • Visual acuity, color distinction, and numeric and character detail distinction for the analysis and preparation of statistical reports and information

  • Lift, move, or adjust general office equipment, boxes, or materials weighing up to 50 pounds using proper materials handling equipment and procedures

  • Occasionally work additional hours beyond normal schedule

  • Individual must possess a valid driver's license in good standing

  • Regular travel requirements with occasional overnight travel required up to 25% of the time