Customer Support Technician

Customer Service Technician

Job Summary

As our Customer Support Technician, you will provide technical and operational expertise for parts sales and warranty-related parts requests for NAS equipment across multiple brands. You are primarily responsible for providing rapid and efficient responses and management of quotes and order requests from our representatives, internal business partners, and customers of the company's distribution network.

Job Responsibilities

• Leverage technical, product and process knowledge to efficiently and rapidly process parts quotes and orders from Representatives, customers, or internal partners.
• Provide customer service follow-ups and updates for requests from Representatives, customers, or internal partners.
• Work in close collaboration with all departments of the organization.
• Answer quotes and order management questions from the company's sales network with the aim of quickly, efficiently and structurally resolving problems encountered as well as providing updates to customers.
• Collect, document, analyze and communicate feedback from the company's sales network as well as follow up on transactions
• Actively collaborates in the development of continuous improvement

Job Qualifications

Requirements:

• Good analytical skills and attention to detail with ability to read and interpret blueprint, follow processes, and manuals. 
• Ability to work through root cause analysis.
• Excellent customer service skills with desire to exceed internal/external customer expectations.
• Ability to work independently in a timely manner, making sure the job is done correctly and coordinating with customers, other process partners and ability to follow up on parts delivery.
• Observe all company procedures and safety rules. 
• Good typing skills and working knowledge of MS Office
• Strong customer service skills and proactive problem identification and resolution.
• A minimum of five years of experience in the parts industry
• Experience in quote and order management
• Team-player, working collaboratively in a team focus environment
• Ability to learn and cross-train into multiple NAS brands

Preferred: 

• Associates Degree or higher.
• Experience in the HVAC industry or advanced degree preferred. 
• Knowledge of HVAC parts, Motors, and Compressors.
• Having a good knowledge of Microsoft Dynamics Axapta and Microsoft CRM will be considered an asset

Nortek Air Solutions, LLC, offers a comprehensive compensation and benefits package. To learn more about Nortek Air Solutions, please visit our company website at http://www.nortekair.com/.

About 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.