Technical Product Support Specialist - EWC

Overview

Part of the EWC Zoning Controls team in Englishtown, New Jersey

This position provides customer service support to HVAC professionals and homeowners, delivering installation guidance and troubleshooting on forced air zone control, thermostats (including WiFi) and ventilation. Get the personal connection benefits of a small, focused team plus the growth opportunities as part of the bigger Research Products organization!

Responsibilities

Provide exceptional customer service, technical support and product specification via telephone (incoming and outbound) in a fast-paced contact center environment.

Customers include HVAC professionals (distributors, contractors) and consumers (home owners) providing that exceeds the customer's expectations.

Technical support includes post-sale troubleshooting, installation guidance, maintenance and issue resolution

Product specification includes forced air zone control, thermostats (including Wi-Fi), and ventilation.

Manage email queue correspondence to provide technical support and general product questions.

Resolve product or service concerns - clarify customer's concern, determining the cause of the concern, select and explain the best solution, and follow up to ensure resolution.

Structured role - working hours, breaks, lunch, etc are scheduled at set times.

Maintain an expert level of technical knowledge of existing and new products and department procedures by staying current on information. Training will be provided, but self-guided training is a must.

Ability to read, comprehend, and retain training materials, owner manuals, work instructions, etc.

Understand and adhere to current department procedures.

Collaborate with other employees on best practices.

Organize and communicate troubleshooting trends.

Meet or exceed department and individual goals.

Work on special projects as mutually determined by leader.

Provide administrative support as needed.

Help with input on new product development and increasing efficiencies in our current product offering. Qualifications

Positive can do attitude and ability to contribute to building a positive team environment whether working independently or as a team.

Exceptional customer service skills including verbal and written communication and listening skills.

Excellent critical thinking and problem solving capabilities - ability to interpret situations; quickly and accurately provide needed support.

Skilled and efficient in trouble-shooting techniques via phone/email for products used in light commercial applications.

Strong attention to details including accurate and efficient data entry.

Ability to multitask, adapt to changing people and situations and display good organization skills.

A strong sense of urgency and time management and ability to remain calm under pressure as you resolve customer complaints.

Must maintain courteous, professional and effective working relationships with employees at all levels of the organization in addition with clients, vendors and/or any other representatives of external organizations.

Computer experience is a must - basic key boarding, dual monitors, Microsoft Office (Word, Excel), and Outlook.

Ability to type a minimum of 35 wpm.

Must be punctual and timely in meeting all requirements of performance and attendance.

About The Hiring Manager

EWC Controls is part of the Research Products family of brands which also includes AprilAire, Anden, DriSteem and RP Filter.

LinkedIn Tag

Amanda Kaja #LI-AK1