Job Description

This role will provide professional, effective and efficient technical support for all Viessmann products in the Warwick, RI area.

Role Responsibilities

• Provide customer service / technical support for Viessmann commercial and residential boilers, burners, controls, components, indirect fired water heaters, air-handling units and heat pumps.

• Document all customer interactions / technical support in Salesforce Service Cloud CRM.

• Internal and external customer service / technical support is provided through responding to calls through the call center, email, and responding to field questions in technical chat rooms.

• Use available systems and technology to guide and assist contractors with knowledge-based troubleshooting, advising and resolving field issues.

• Assist in repair protocol and procedures including accurate service records and reports.

• Communicate with Product Engineering on a regular basis to report product service issues.

• When required, participate in telephone and field support outside of normal business hours including weekends and holidays.

• Assist in the development and delivery of seminars, webinars, hands-on product training, short technical videos and workshops for internal and external customers.

• Additional tasks and functions may be required.

Required Qualifications

• High school diploma or GED.

• Minimum of 2 years of experience with Hydronic heating, Refrigeration, HVAC systems, or mechanical systems industry.

Preferred Qualifications

• Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology preferred.

• Experience with HVAC systems analysis preferred.

• Strong written and verbal communication skills, along with the ability to work and promote teamwork.

• Competent computer skills, strong working knowledge of Microsoft PowerPoint, Office applications and/or Google applications.

• Analytical thinking, inspection and diagnostic focused problem-solving skills.

• Demonstrate excellent customer service skills, with the ability to communicate effectively with customers and team-members in a professional manner.

• Able to work independently, personable, and enjoys interacting with people.

• Ability to read and comprehend piping and wiring diagrams.

• Experience working with multimeters, manometers, combustion analyzers, and other common technical tools.