Toluca de Lerdo, Mexico

SUMMARY

Provides advanced troubleshooting and problem resolution to end users, service technicians and distributors via telephone and email. Uses expert mechanical, HVAC, and refrigeration knowledge to provide technical solutions. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. Conducts in-house service training, external field service training.

ESSENTIAL FUNCTIONS

• Reviews and processes warranty claims documentation daily.
• Delivers inbound telephone and email troubleshooting and diagnostic support to resolve product/equipment failure issues.
• Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents all resolutions in the computerized call system for future reference.
• Actively listens to customers, probes for clarification, and review...