Facilities Resource Group · 18 hours ago
Technical Support Specialist
Comstock Park, MI
Full-time
Onsite
Entry, Mid Level
$20/hr - $24/hr
1+ years expFacilities Resource Group specializes in the production, installation and service of Noritz Commercial Tankless Water Heating Systems. They are seeking a Technical Support Specialist to assist customers in troubleshooting, diagnosing, and resolving issues with their commercial water heating and plumbing systems over the phone.
Real Estate
Responsibilities
Accepts incoming calls from customers and field staff regarding plumbing and/or water heating issues
Provides professional technical assistance over the phone, using resources and systems provided
Attempts to help callers diagnose, troubleshoot and resolve the issues over the phone
Uses NetSuite ERP, Corrigo and other programs, while talking on the phone
Coordinates and schedules subcontractors to perform onsite diagnostics and repairs
Follows up with customers to confirm resolution or provide updates in status or scheduling
Orders parts and tracks delivery of parts
Updates customer accounts when new information is provided, and/or when an update occurs
Follows department SOP's and workflows to enter information in ERP system, including, i.e.: date, time, stated problem, functions or attempts performed, diagnostic data or error codes, parts ordered, service scheduled, etc
Demonstrates a sense of urgency with regard to responding to, resolving and closing customer cases
Escalates serious issues or concerns to management in critical situations that require prompt attention
Notifies contractors or sub-contractors and/or internal parties, as applicable, of any changes to schedules or priority
Manages multiple open cases and projects at once
Excellent verbal and written communication skills
Readjust/ reprioritize using sense of urgency based on needs of business
Qualification
Required
MUST be at least 21 years of age, possess a valid driver's license and be legally authorized to work in the US
MUST be able to work an onsite full time shift Monday-Friday 8 am - 5 pm and willing to work a cyclical after-hours call rotation
MUST have at least 1-3 years of hands-on experience with diagnosis and/or service of commercial plumbing / water heating / HVAC / geothermal / heat pump technology/ complex electromechanical machine / automotive repair and/or related equipment
Must possess an understanding of water, pressures, fluid mechanics and mechanical components within powered systems
Must have experience with analysis, diagnostic troubleshooting and root cause problem solving of complex issues
Must be good at reading and interpreting schematics and technical manuals to reach solutions
Must be able to use computers / technology to accurately document details of critical information
Must be able to clearly communicate, listen, understand and relay details verbally and by email
Must have some form of customer service experience and demonstrate professionalism in verbal and written communications
Must have a knowledge of tools and resources used to diagnose issues
Preferred
Self-driven, self-aware and accountable
Interested in learning and figuring out the how, what and why
Genuine interest in problem solving and helping
Company
Facilities Resource Group
Facilities Resource Group is a construction company specializing in construction and designing services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase