Q-PAC is growing again! We have an opportunity for two Product Support Specialist to join our Product Support Team. As a team, we embody our core values of being Curious, Agile, Passionate, and Relentless in our pursuit to shape the future of HVAC building performance and sustainability.
This position plays a critical role in assisting existing customers post-sale with technically related assistance, warranties, and parts sales. Q-PAC depends on this role to accurately and effectively provide customer support over a wide range of product related topics.
The ideal candidate is someone who works well in a fast-paced environment, demonstrating problem-solving abilities and a keen attention to detail. This candidate is proactive, customer-focused, with effective communication skills, committed to ensuring the highest level of satisfaction and product quality, while also possessing field service troubleshooting experience, proficiency in Microsoft Office, and a valid driver’s license. While not required, knowledge of HVAC systems and components would be advantageous.
Key Responsibilities:
- Ability to work in a constant state of alertness and safe manner
- Efficiently troubleshoot via phone, text, email, and chat to identify required parts replacements, improper field application, manufacturing exclusive issues, and warranty issues
- Maintain detailed notes of troubleshooting processes & actions taken to ensure accurate documentation
- Determine customer requirements for parts & effectively communicate with customers and internal teams to ensure clarity and satisfaction
- Collaborate with engineering teams to ensure technical solutions align with customer needs and expectations
- Address and coordinate responses to product-related inquiries from customers in a timely and professional manner
- Act as an advocate for customer communication improvements within the company, leading customer support initiatives for field quality and product training
- Proactively analyze product reviews and integrate customer concerns into future team discussions to enhance product quality and customer satisfaction
- Secondary responsibility - Travel to customer locations when necessary to conduct site-supervision, training sessions, and research/troubleshooting activities
Qualifications:
- Strong problem-solving skills
- Effective communication and collaboration skills
- Ability to work independently and as part of a team
- 2 to 4 years troubleshooting in a field service industry or equivalent
- 2 to 4 years experience with Microsoft Office, Outlook, Word and Excel
- 2 to 4 years experience with customer service on phones
- Valid driver’s license
Beneficial Skills (Not required):
- Knowledge of HVAC systems and components
- Experience with electrical and mechanical troubleshooting
- Experience with cabling and cable harnesses
- Experience with building automation systems
At Q-PAC, we believe in fostering a work environment that is both challenging and rewarding. Our commitment to our employees is demonstrated through our core values of passion, agility, curiosity, and relentless pursuit of excellence.
Join our team and help us simplify the world with our commitment to efficiency, and shape the future of building performance and sustainability. Check out our website to learn more.
Q-PAC offers a competitive wage and benefits package including:
- A supportive work environment that promotes learning and growth
- Opportunity to work on cutting-edge technologies and contribute to the growth of an industry-leading company
- Employer paid medical, dental, vision, life insurance and short term disability
- 401k match
- Additional voluntary benefits
- Education Assistance
- Regular company events on-site and off-site
Q-PAC is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.