Technical Customer Support jobs in Helena, MT

Job Summary
The Technical Sales Support III is responsible for overseeing commercial refrigeration installation of equipment, coordinating warranty work, and providing expert technical support and contractor training. The role involves analyzing technical service issues, managing vendor relations, and assisting with customer and field inquiries to ensure optimal product performance and customer satisfaction.
 

Essential Functions, Duties, and Responsibilities
Tasks may include, but are not limited to, the following:

·       Perform delivery and installation inspections and equipment start-ups.

·       Coordinate and monitor warranty work, including the selection of external vendors.

·       Analyze and propose alternative methods for resolving technical service problems in the field.

·       Ensure accurate entry and resolution of warranty claims and returned materials.

·       Assist regional, zone, and national account managers with field-related issues.

·       Investigate, report, and resolve complex technical inquiries.

·       Present information to management regarding critical customer situations, improvement opportunities, manufacturing issues, and design concerns.

·       Recommend new product developments based on customer feedback.

·       Participate in scheduled plant visits for training, product development, and service issue resolution.

·       Contribute to financial results through parts sales and store surveys.

·       Provide technical support via phone for both current and legacy equipment.
 

Qualifications: Education, Experience, and Skills
Required:

·       Two-year HVACR degree.

·       Minimum of 5 years of experience in the commercial refrigeration service field.

·       Expert product knowledge.

·       Previous project management experience.

·       Proficient in computer skills, including Excel, Adobe Acrobat, Word, and AS400.
 

Associated Knowledge, Skills, and Abilities
·       Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.

·       Excellent communication and customer service skills.

·       Ability to analyze complex technical issues and provide effective solutions.

·       Knowledge of warranty processes and vendor management.
 

Core Job Competencies
To perform the job successfully, an individual should demonstrate the following job competencies:

·       Cooperation/Teamwork – Works harmoniously and contributes to building a positive team spirit while working with others to get a job done; responds positively to instructions and procedures.

·       Oral/Written Communication – Expresses oneself clearly in conversation and business writing. Listens and gets clarification while following work instructions. Responds well to questions. Uses grammatically correct, concrete, specific language.

·       Attention to Detail – Ability to process detailed information effectively and consistently, including following verbal and written instructions.

·       Attendance/Punctuality – Is consistently at work and on time, setting an example for others.

·       Fostering Innovation – Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures, or technologies.

·       Managing Work – Establishing a course of action for self-and/or others to accomplish specific goals by planning proper assignments of personnel and appropriate allocation of resources.

·       Results Orientation – Ability to focus on the desired result of one’s own or the team’s work, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
 

License/Certification
Universal EPA 608 Certification
 

Working Environment & Conditions/Physical Requirements
·       Environment: Primarily an office setting with some fieldwork required.

·       Physical Requirements: Ability to perform tasks such as standing, stooping, and occasional light lifting (up to 20 pounds).

·       Work Schedule: May include occasional weekend work or being on-call.

·       Travel: Travel may be required up to 70% various locations for inspections, installations, and training.

Equipment or Machines Routinely Used in This Position
·       Office equipment such as a computer/laptop, keyboard, mouse, and phone systems.

·       Field equipment for inspections and technical assessments as needed.