Serve as company-authorized decision maker for warranty claims, spare-parts approvals, and expedited replacements within established monetary limits.
Analyze service data and recommend corrective actions or product enhancements to Engineering and R D.
Author and maintain technical documentation, bulletins, and training materials used by contractors and distributors.
Conduct technical training programs on-site and at customer/distributor facilities to certify technicians in Airsys procedures.
Evaluate and improve internal service workflows, ERP data integrity, and customer experience metrics.
Provide expert-level remote diagnostics and advisory guidance to field technicians; escalate only unresolved or systemic issues.
Act as liaison among customers, Engineering, Supply Chain, and Quality teams to ensure alignment of service policies.
Maintain product-knowledge expertise and monitor emerging HVAC and data-center cooling technologies to guide strategic improvements.
Participate in rotating after-hours availability schedule; provide remote advisory assistance as needed. This duty is compensated through a fixed standby stipend and occasional discretionary bonuses for exceptional service. Qualifications
High School Diploma or GED required; technical training or equivalent field experience in HVAC controls and service preferred.
Minimum 3 years of progressively responsible technical-support or field-service experience demonstrating independent judgment.
Strong analytical, communication, and customer-relations skills.
Proficiency in ERP and CRM systems (Salesforce preferred) and MS Office Suite.

Work Conditions Primarily office-based, non-manual work. May involve occasional domestic travel (training, commissioning). 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