What are the responsibilities and job description for the HVAC Technical Support Specialist position at Southern Home Services?
Description
Southern Home Services is a leading provider of essential maintenance, repair, replacement, and new installation for residential and light commercial heating, ventilation, and air conditioning (HVAC), Plumbing, and Electrical services. Southern Home Services is a rapidly growing platform, adding on average 6-10 new home services markets and brands per year. Currently the company employs 1,000 employees and serves over 650,000 homeowners in eleven states across the Southeast, Mid-Atlantic and Midwest United States. We are looking for a goal-oriented and internally driven.
Inside HVAC Technical Support Specialist to assist in building out our dedicated internal technician support team.
The HVAC Technical Support Specialist will provide technical support to field technicians in our field locations to ensure prompt resolution of issues, increase employee morale and training & increase customer satisfaction. The successful candidate will work under the supervision of the HVAC Technical Support Manager to resolve complex technical issues and provide troubleshooting and diagnostic assistance to field technicians. This opportunity is perfect for the knowledgeable technician feeling like they need to hang up their hat from years spent crawling and climbing. The new generation of technicians need your hard-earned experience to meet the high standards of today’s market. This is the job to have if you want to help better everyone around you while learning new things yourself. Southern Home Services offers a chance to continue your career in an ever-evolving industry you have invested so much into. Location: Southern HVAC Corporation Headquarters in Maitland, FL/Hybrid Possible.
Key Responsibilities:
- Respond to technician inquiries and troubleshoot technical issues related to HVAC systems over the phone or via a chat feature, and Email.
- Provide guidance and technical support to field technicians, including troubleshooting assistance and diagnostic advice.
- Document technical support cases, including detailed notes of Technician interactions, troubleshooting steps taken, and resolutions achieved.
- Develop and maintain technical documentation, including procedures, and technical bulletins.
- Participate in ongoing training and development to maintain knowledge of the latest HVAC technologies and best practices.
- Collaborate with other teams, including the CEC, location management, and Training to resolve technical issues and improve customer experience.
- Build daily, weekly and monthly goals.
Key Requirements:
- 5 years of experience in field service for residential and light commercial heating & air conditioning systems.
- Experience with HVAC system diagnostics, troubleshooting, and repair.
- Strong interpersonal skills and ability to communicate technical information effectively to non-technical customers and field technicians.
- Proficient in Microsoft Office Suite and experience with Service Titan preferred.
- Strong problem-solving skills and attention to detail
- Critical thinker with innovative problem-solving skills.
- The ability to develop relationships, engage with and influence others.
- High integrity and operates with truth and transparency.
- Is a forward thinker, can respectfully challenge status quo and think beyond the moment.
- Excellent written, verbal, analytical and organizational skills.
- Excels at operating in a fast paced, community environment.
- Strong multi-tasking skills.
- High sense of urgency.
- Flexibility in working hours is a plus
We offer:
- $65,000 - $75,000 pay range
- Paid Training
- Discount Gym Membership
- Health insurance
- Dental insurance
- Vision insurance
- Employee discounts
- 401K Plan with match and no vesting
- Flexible spending account
- Health savings account
- Life insurance
- Paid time off
- Company paid Short Term Disability
- Referral programs
Southern Home Services is an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organ
Salary : $65,000 - $75,000
