Technical Support Engineer

Country

United States of America

Location:

CAP27: ALC- Harrisburg 6345 Flank Drive, Harrisburg, PA, 17112 USA

At Carrier we make modern life possible by delivering groundbreaking systems and services that help buildings, homes and the cold chain become more healthy, safe, sustainable, and intelligent. Our global team of dedicated employees continues to set industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in HVAC and refrigeration.

At Automated Logic, we've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Our products help reduce energy consumption, lower utility, operating and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.

Scope Of Position

Possess a strong understanding of the automation service business flow, including but not limited to technical support, product knowledge, sales generation, field operations, software development, and have an overall customer satisfaction mindset. Responsible for effective call handling, coordinating support to global customers, assist with scheduling of Field Staff and Subcontractors, and service call follow-up.

Essential Job Functions

• Initiate, install, troubleshoot, and optimize customer systems that utilize advanced Direct Digital Control technology.
• Receive service calls from the customer professionally, gather the appropriate information, and determine necessary action. All service calls must be scheduled within two hours of receiving the customer’s initial call and this information must be given to the customer within those two hours.
• Daily answering of technical support line and completion of call log report.
• Troubleshoot, verify, and correct operation of ALC furnished equipment and field devices.
• Utilize company or customer standard programs for designing the software logic for assigned service projects
• Completes each assigned project focusing on customer satisfaction and specification compliance while trying to maintain budgetary guidelines
• Order repair/replacement material
• Tracking of RMA and outstanding material returns over 30 days
• Maintain on-call schedule
• Establish and maintain relationships throughout the customer’s organization. Communicate both internally and within the customer’s organization throughout the project to assess the customer’s satisfaction and identify potential future projects.
• Manage communications to the customer both locally and globally. Keeping Service Operations Manager and Account Managers informed of all issues associated with the customer.
• Coordinate with the Branch Service Coordinator and Service Operations Manager to ensure effective manpower planning. Interact with the Branch Service Coordinator regarding T&M invoicing and proper service ticket management and workflow as it pertains to portfolio and owner direct work. Coordinate and manage all service calls to be performed for the customer.
  
  

Required Qualifications

• High School Diploma or GED.
• 2+ years of experience in Building Automation installation and troubleshooting.
• Valid and current Driver’s License and can be insurable by the company’s insurance.
  
  

Preferred Qualifications

• Bachelor’s degree, Associate Degree, Technical/Business School Certificate or Diploma in HVAC, Controls, or related field.
• Proficient with advanced building automation software, such as WebCTRL, and installing building automation controls.
• Good understanding of ALC HVAC, electrical, and/or HVAC control systems
• Ability to navigate and integrate into a variety of building automation systems.
• Expert with TCP/IP networks including wireless technology.
• Experience interacting with a large and diverse number of simultaneous challenges, requiring knowledge of multiple disciplines.
• Ability to communicate technical information to a non-technical audience.
• Excellent communication skills as well as the ability to work well in a team environment.
• Proficient with Microsoft 365 applications.
  
  

RSRCAR

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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