Engineer I Technical Service - Remote Eligible

Technical Support Specialist

To deliver comprehensive after-sales technical support for all White Rodgers products, including thermostats and heating products, to a diverse customer base, including homeowners, contractors, and internal teams. This role focuses on troubleshooting complex issues, enhancing customer satisfaction, and leveraging engineering expertise to provide effective solutions in a fast-paced technical environment. To continually innovate in order to ensure that the department is offering the best level of service in terms of services and equipment.

Provide technical support for all White Rodgers products (thermostats and heating products) for all channels, including internal customers like inside sales and customer service. Handle inbound calls with a focus on troubleshooting and resolving complex technical issues. Document cases in Salesforce and contribute to knowledgebase entries. Provide appropriate solutions to all client inquiries. Create new solutions where and when necessary and recommend changes to existing solutions. Review knowledge base solutions to ensure the overall quality of our knowledge base and online support capabilities. Develop proficiency in all Copeland White-Rodgers products from a technical perspective. Perform release testing of client scenarios prior to a new Copeland White-Rodgers product release. Deliver in-depth support and solutions to ensure customer satisfaction post-purchase. Assist in various projects as assigned.

Average to above average electrical and mechanical engineering background. Experience in customer support/help desk environment (preferred)

Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally). Excellent telephone etiquette. Ability to assume cross-trained functions in the event of low utilization. Ability to assume backup functions in the event of skills and capacity constraints. Computer application skills such as MS Office Applications, Mainframe, and other Business Systems and Tools

Willing to work on shifting operations which may include weekends with scheduled days off to support the assigned business and customers. Must be able to effectively and independently function while maintaining a positive energy level in an environment of constant shifting demands.

Ability to analyze issues Drive for results Ability to foster teamwork Ability to build relationships