HVAC Technical Support Representative
Company: Munch's Supply LLC
Posted on: January 11, 2022
The Munch Difference
HVAC Technical Support Representative
Munch's Supply is the exclusive distributor for Trane and American
Standard HVAC products in Northern Illinois, Northwest Indiana and
Michigan. Exceptional quality, outstanding customer service and
competitive pricing have helped make the company a premier
wholesaler for more than 60 years. We offer a bright future due to
our amazing growth.
Our commitment to service also extends to our communities. In
addition to an annual food drive at our branches each fall, we are
also a proud supporter of St. Jude Children's Hospital. Each year,
employees and their families participate in the St. Jude Walk/Run
to end childhood cancer.
The Technical Support Representative provides day to day technical
HVAC support for contractors via phone and/or onsite assistance and
post-sale support. This role performs cross- functionally with
other sales and support employees. Additionally, this role conducts
product training as needed for American Standard and Trane, DSS/FSR
support, as well as general sales support ongoingly. This position
can be based at any of our Illinois, Indiana, or Michigan
On your first day of hire at Munch's Supply, we offer a host of
health benefits that include medical, vision, dental and life with
AD&D insurance. We also offer voluntary short and long-term
disability as well as voluntary life & AD&D coverage for
yourself, spouse and children. Eligibility for the company's
retirement savings plan (401k) is on the first of the month
following 60 days of employment. Additional benefits include PTO
and vacation (accrued from your first day of employment), holidays,
employee discount, summer hours program, free company swag, top
notch training, and an employee assistance program.
Essential job duties include but are not limited to:
Supports valued business relationships in all dealings with related
departments aiming to resolve customer and other issues in a timely
manner. Approaches peers and customers with a spirit of positive
Provides excellent customer service through timely customer
interaction, problem resolution or escalation with effective and
Prepares for and conducts product training as needed.
American Standard and Trane DSS/FSR Support
Provides day-to-day technical support of dealers via phone and / or
onsite assistance as required.
As directed, communicates service bulletins and alerts to dealers
on a timely basis.
Provides product performance investigation and reports of quality
and / or First Notice events to American Standard/Trane.
Provides local administration of corrective action programs,
concession, and warranty claim processes for dealers.
Provides effective and timely response to consumer inquiries and
General Sales Support
Provides dealer and consumer problem resolution.
Conducts field job site visits.
Provides sales support where technical assistance or expertise is
Coordinates recalls or product re-work when necessary.
Conducts dealer communication related to technical issues.
Efficiently and accurately processes counter sales orders and
quotes as necessary.
Maintains a technical library at the branch, consisting of product
information, specifications, installation, operation, and
Professionally handle incoming branch and customer phone
Assists in the promotion of training classes.
Provides call reports detailing customer interaction.
Attends seminars and vendor training as required, including annual
What will you bring to the table?
High School diploma or its GED equivalent
2-5 years' experience with HVAC technical support, service,
installation and related functions
High degree of personal ethics, customer service, and commitment to
Knowledge of MS Office applications as needed to satisfactorily
perform work assignments - Word, Excel, PowerPoint, Outlook,
SharePoint as well as have the ability to learn company enterprise
systems as needed - Solar Eclipse, etc.
Keywords: Munch's Supply LLC, Wyoming , HVAC Technical Support Representative, IT / Software / Systems , Wyoming, Michigan
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