Customer Support Technician, Parts
: Job Details :

Customer Support TechnicianPosition Summary:As our Customer Support Technician, you will work on aftermarket parts sales and warranty related issues for Heat Pump and HVAC product lines. You will provide customer service to our rep force including part identification for developing quotations, and order processing/fulfillment.Position Responsibilities:* Provide customer service to over 120 rep firms in United States and Canada and manage relationships with core customers* Receive email or call, prioritize, and complete entry of orders into ERP System* Receive email or call, identify parts required, and complete entry of quote into ERP System* Quote follow-up via email or phone call to enhance sales closure* Maintain accurate records of sales activities in CRM system* Manage order backlog* Coordinate with purchasing to improve lead times and backlog* Process and distribute warranty orders upon request from the service department or reps* Track order progress and provide updates to reps* Provide shipment details to reps* Analyze RMA's, determine appropriate action, process RMA, coordinate with distribution center and accounting* Support operational excellencePosition Requirements:* Knowledge of HVAC parts, Motors, and Compressors.* Strong computer skills with intermediate level MS Office, particularly Excel. Experience with Microsoft Dynamics AX and CRM is a plus.* Good typing skills and working knowledge of MS Windows* Strong customer service skills and proactive problem identification and resolution.* Ability to work overtime* Other duties as required* Some travel required, 5%* Minimum 3 years in a customer service role.* Good analytical skills and attention to detail with ability to read and interpret plans, and manuals.* Ability to stay on project through root cause analysis.* Excellent customer service skills with desire to exceed internal and external customer expectations.* Ability to work independently in a timely manner, making sure job is done correctly and coordinating with outside technicians and ability to follow up on parts delivery* Observe all company procedures and safety rules.* Minimum AA or AAS Degree required. Experience in the HVAC industry or advanced degree preferred.Nortek Air Solutions, LLC, offers a comprehensive compensation and benefits package. To learn more about Nortek Air Solutions, please visit our company website at Nortek Air Solutions:Nortek Air Solutions, LLC (NAS) is a Madison Industries company. Madison Industries is on of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value.NAS is the largest manufacturer of custom heating, ventilation, and air conditioning (HVAC) equipment in North America. Its products include FANWALL TECHNOLOGY, air handlers, packaged DX, vertical self-contained systems, energy recovery ventilators with integrated heating and cooling systems, coils and more. NAS has five strategically located manufacturing facilities which encompass over 2 million square feet of clean space and 180 sales representative offices. NAS's brands are known for innovation and advanced technology and provide customers with product solutions for every industrial need including commercial air handlers, clean room systems, and mission critical technology. NAS's end markets include healthcare, education, industrial, commercial, clean rooms, and data centers.Nortek Air Solutions, LLC, is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law.