Services Technician
About this role
Primary Function:
The Services Technician I will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.
Responsibilities:
- Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
- Review service cases and make determination of any site-related or component-related problems
- Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
- Defuse and resolve more difficult and challenging technical issues
Job Requirements:
- 3-5 years of experience in a customer service
- Comfortable in a fast-paced contact center environment
- Installation and servicing of plumbing and HVAC/R products is ideal, but not required
- Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
- High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
- Strong verbal and written communications skills
- Experience with escalation resolution
- Ability to work in a collaborative environment and independently
Company at a glance
Founded in 1948, LAARS serves a diverse base of customers located in many countries across the globe. We design and manufacture high efficiency residential and commercial (50,000 to 5,000,000 BTU's) hydronic boilers, volume water heaters and commercial pool heaters at our Rochester NH, USA headquarters.
LAARS meets the needs of today's more demanding heating systems applications with over 20 different heating products and supporting accessories and controls.
We are truly Built to be the Best®
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