Position Summary

Ensure positive customer relationships are built and maintained throughout the service call process, supporting both customers and field technicians.  Process information in response to inquiries, concerns and requests for technical help using Company supported applications and platforms.

ROLE AND RESPONSIBILITIES:

• Manage and report Customer’s HVAC vendor performance
• Review and approve HVAC proposals
• Review and approve HVAC Invoices using Customer CMMS
• Maintain continuous communication with all HVAC vendors to ensure compliance to Customer’s standards and procedures.
• Review All HVAC vendor notes and ensure proper documentation has been provided
• Coordination of annual PM schedule and perform quality review of all vendors providing services during the PM period.
• Institute Quality Form Review Process for all HVAC vendors
• HVAC Invoice, follow-up, review, correction and approval in Customer CMMS
• Review and Follow up on all HVAC Service Channel tickets
• Present recommendations for capital improvement plan for HVAC vendors annually
• Attend Quarterly Business Reviews with customer to provide metrics, insight and recommendation regarding customer HVAC vendor performance
• Support the Customer and field technicians
• Process information in response to inquiries/concerns/requests for technical help using Company supported applications and platforms
• Troubleshoot service requests and advise on appropriate action
• Answer incoming service requests professionally
• Process and resolve Customer complaints
• Review service call requests from clients, review systems online, and adjust or repair to avoid dispatching field techs
• Identify problems, troubleshoot and make decisions to bring issues to conclusion
• Interact with contractors at remote locations working on mechanical equipment
• Assist resolving escalated EMS service calls.
• Prepare reports based on clients' specifications

QUALIFICATIONS AND REQUIREMENTS:

• Excellent oral and written communication skills
• Strong interpersonal skills with the ability to actively list to client concerns and provide empathetic support in response to complaints or issues
• Excellent phone presence
• Strong computer skills and experience/knowledge of Microsoft Office Suite
• Ability to work any shift, weekends and holidays as required
• Knowledge of HVAC/energy management equipment and resources
  
  

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WE ARE NOT ACCEPTING APPLICANTS REQUIRING SPONSORSHIP