We are looking for a Customer Experience Specialist who has extensive experience with HVAC to join a manufacturing organization in New Jersey in a contract-to-permanent capacity. This position focuses on strengthening customer support operations by turning technical knowledge into effective training, useful service resources, and consistent customer interactions. The person in this role will collaborate with service and call center leadership to improve response quality, support parts-related inquiries, and help deliver a reliable experience for customers and end users.

Responsibilities:

• Develop and maintain technical training content by gathering current product information and translating it into practical learning materials for internal teams and distribution partners.
• Review recurring service concerns and call trends to create FAQ content and support tools that help improve resolution during the first customer interaction.
• Oversee daily coordination of call center and parts support activities to promote timely service, accurate communication, and a strong customer experience.
• Partner with leadership across customer support functions to enhance processes, raise service standards, and improve interactions involving technical support and parts inquiries.
• Collect and organize feedback related to customer issues, product performance, and service challenges, then share insights with appropriate teams to support continuous improvement.
• Create manuals, troubleshooting references, and instructional documentation that make technical topics easier for teams and partners to understand and apply.
• Deliver training sessions for internal employees and external distributors to build product knowledge, service consistency, and confidence in issue resolution.
• Support customers and teams with technical problem-solving related to product performance, connectivity concerns, and service-related questions.
• Use email, browser-based tools, and customer service systems to document issues, communicate updates, and manage follow-up activities effectively.
• Must have extensive experience with HVAC.
• Bachelor's degree in a technical, engineering, business, or related field, or comparable hands-on experience in a similar environment.
• At least 3 years of experience in customer experience, technical support, call center operations, or a related service-focused role.
• Strong understanding of technical support processes, with the ability to interpret schematics and troubleshoot product performance issues.
• Excellent verbal and written communication skills, including the ability to explain complex technical information in clear, practical language.
• Experience creating training materials, user guides, FAQs, or service documentation for internal teams or customers.
• Background working with call center customer service tools, email communication, and multiple browser-based applications.
• Ability to identify patterns in customer issues and provide actionable feedback that supports product or service improvements.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced manufacturing support environment.

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