• Provide intermediate level HVAC technical support to sales representatives, customers and service groups • Manages large amounts of incoming calls and emails • Promptly and accurately enters all incoming requests within Salesforce CRM • Maintains communication records, necessary paperwork within Salesforce • Build sustainable relationships and trust with customer accounts through open and interactive communication • Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers • Communicates problem areas to the appropriate parties • Provides information to customers on an ongoing basis • Provides authorizations for parts warranty request upon identifying quality related opportunities • Conducts training sessions in a formal classroom or on the job site • Consults and collaborates with Engineering and Manufacturing on quality and product design improvements • Works closely with Manager on metrics, service opportunities, and manuals