Technical/Product Support Assistant

Munters is a global leader in energy efficient and sustainable air treatment solutions. Our products and service are crucial to the success of other companies in several industries, from manufacturing and pharmaceuticals to food and agriculture. We are looking for a Technical Support Specialist to join our growing team.

Job Summary

 This position is primarily concerned with meeting the expectations of our customers through answering technical inquiries regarding our Air Treatment and Data Center Cooling Products. Inquiries may be from the telephone, forms from our web inquiries and our managed Support Que. Product knowledge from the HVAC/R field, including electrical, mechanical, and controls experience are helpful. These skillsets will be used in the resolution of issues as assisting customers with their understanding of the proper operation and principles of the Munters equipment. Technical Support will work with customers before warranty remedy is provided by the parts groups or field service technician support is coordinated. The position requires coordination with other departments within Air Treatment in a comprehensive approach to building and maintaining successful relationships with Munters Customers.

Essential Functions

Provide telephone coverage for incoming technical questions and product problems from customers and field service technicians. Monitor the service request database to respond to service calls received by the call center and work with customers to resolve issues. If necessary, on occasion visit a customer site to assist field service technician service visits when the situation demands it. Knowledge of BOM structures, PLC programming practices, Wiring Schematics, and HVAC controls Prepare warranty parts approval requests with an extremely high level of accuracy. Promote Service during conversations with customers and actively promote service sales through warranty expiration letters and other marketing channels. Promote sale of retrofit solutions by listening to customer Remain involved in seeking out product improvements that will lead to production enhancements and/or retrofit opportunities, provide input to customer complaints system and other corrective action vehicles. Provide parts sold information to techs monthly to promote overall service.

Additional Responsibilities

Handles all other requests from management on a timely basis. May be asked to be on-call on an alternating basis and respond to customers’ needs as required. Understand that Field Service’s major role is one of instant response to customers’ needs and focus as part of a team to always make us available to all our customers’ needs, urgent or otherwise.

Job Qualifications

High school diploma Strong verbal communication skills Ability to multitask, Customer focus Computer skills with Visibility and database, word processing, and spreadsheets Marketing skills and Organizational skills Ability to stay with an issue through its successful resolution. Extensive familiarity with Commercial and Industrial DH products. Background in Electrical, Mechanical or HVAC equipment and or troubleshooting.

Benefits

Medical, dental and vision 401K PTO Referral bonuses

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All offers are contingent on a pre-employment drug test and background check.