Technical Customer Support Rep

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

 

The below is a position with Weil-Mclain, a division of the Marley-Wylain Company.   Weil-McLain is an industry leading manufacturer of high efficiency, condensing boilers.   With a 140 year history coupled with innovation through digital solutions and climate conscious initiatives, we provide reliable comfort heating solutions for residential and commercial use.   

 

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the Technical Services Specialist you will provide pre and post technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments.

 

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

1. Technical Excellence/Customer Support:

• Provides technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail or in person.
• Diagnose and resolve technical issues promptly, providing troubleshooting assistance for problems involving control system, combustion, venting and piping on commercial and residential boilers.
• Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
• Deliver technical training support to internal personnel when required.
• Participate in the School of Better Heating courses to transfer boiler installation and troubleshooting knowledge to contractors.
• Perform special project assignments at the direction of Technical Services Supervisor, related to the systems, policies, procedures and customer queries/problems.

 

1. Information/Communication: 

• Provide parts identification assistance to distributors, contractors internal personnel, agents, etc.
• Provide product support information/direction from existing manuals, bulletins, and guides.
• Ensure prompt, accurate, and consistent information is communicated to customers as it relates to:
  • Product description and operation
  • Clarification on boiler specifications and installation information
  • Wiring, piping and control diagrams
  • Troubleshooting and field visits when necessary
  • Current and obsolete repair parts identification
  • Obsolete boiler identification and tracking

 

     3.  Documentation & Continuous Improvement 

• Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
• Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems and/or product complaints.
• Identify opportunities for process improvement and streamlining technical support procedures.

 

 

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.

 

Preferred Experience, Knowledge, Skills, and Abilities

• Professional technical school training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, control wiring and systems
• Training or experience using CRM, Microsoft Dynamics 365 or Salesforce.com
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as TechSee or Sightcall

 

Education & Certifications

• HS Diploma or equivalent is required

Physical Demands

• Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

Travel & Working Environment<