Product Tech Support Eng III

What you will do 

Under minimal supervision provides technical support to the Field Sales & Service organization for Data Center Accounts in a consistent manner across all product offerings.

How you will do it

• Provide day-to-day technical support for key Data Center Accounts to Field Sales & Service organization on a global basis via site visit, phone, fax, or email. 
• Accountable to create and maintain technical service bulletins, service letters, and updates to the Solutions Database that meets and or exceeds internal and external customer expectations.
• Processes warranty claims in a timely and consistent manner to facilitate data mining by product, failed component, defect, and responsibility.
• Drive product reliability through the Continuous Improvement Process for both existing products and new products being introduced.  Product Technical Support Specialist III provides technical support and interacts with quality management and engineering to improve overall life cycle cost. The specialist should be able to create test plans to prove new and or existing product equipment offerings. 
• Maintains effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusts effectively to change by exploring the benefits, tries new approaches, and collaborates with others to make the change successful.
• Creates novel solutions with measurable value for existing and potential customers (internal or external); experiments with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions; promotes the involvement co-workers in solving problems that directly impact what people do; leveraging technology to effectively address problems and capitalize on opportunities.
• Places a high priority on the internal or external customer’s perspective when making decisions and acting; implementing service practices that meet the customers’ and own organization’s needs.
• Ensures others contribute to organization strategies and driving operational discipline, role clarity and performance transparency by focusing them on the most critical priorities, measures progress, and ensures accountability against those metrics to allow us to act like One Team; sets, documents, and communicates clear work standards to improve performance – “the fundamentals”; making our results widely available and easily accessible.

• Identifies and understands problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; chooses the best course of action by establishing clear decision criteria, generates and evaluates alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

What we look for 

Required

• Up to 25% must be able to travel both domestically and internationally. Have or can obtain a valid passport and appropriate visas (as applicable/when required) for international travel.
• Bachelor's degree in engineering or a related Technical/Scientific field and a minimum of ten (10) years’ experience OR fourteen (14) years of technical experience with a knowledge of HVAC&R products (in lieu of a bachelor's degree).  Must be able to analyze and solve complex product system problems.  Proficiency in Microsoft Suite Applications (Word, Excel, Access, and PowerPoint) and Internet software and E-mail is required.
• Must be proficient in troubleshooting the refrigeration cycle as applied to air-conditioning duty on Applied Equipment.