Job Description

Job Description

Job Description

Reports to: Technical Services Call Center Manager

Reporting Location: Roanoke, Texas (onsite Monday through Thursday weekly)

Travel Required: up to 10% (both domestic and international)

Headquartered in Roanoke, TX, Samsung Lennox HVAC North America is a leader in innovative heating and cooling solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers.

Role Overview:

The Technical Service Representative III will be responsible for providing specialized, senior technical service support for customers, staff, and external users of Samsung HVAC / Samsung products. Diagnose and resolve technical situations while providing excellent customer service. Technical support may be delivered by telephone or via email and include manual entry of authorization requests into internal tracking system. Track and maintain database for internal product development. Conduct, develop, and review technical training material. Assist with projects assigned by Technical Call Center Manager for overall company growth and customer satisfaction.

Key Role Focuses:

• Respond to escalated Technical Support Service calls (emergency, On-Site, via phone or online). Check indicated points of trouble, analyze full requirements of Samsung HVAC equipment and test systems components
• Update and maintain internal customer support database for issue tracking.
• Assist with development, instruction, and support updating technical training materials regarding Samsung HVAC products
• May assist in preparing all levels of reports, compile data into comprehensible format, and provide information for the department’s effective customer, internal, and company communications.
• Participate in development and improvement of programs and activities within the Technical Services Department. This will focus on processes needed to enhance the customer experience from Samsung HVAC.

Qualification Requirements:

• Bachelor’s degree or equivalent with certificate in HVAC or equivalent combination of education and experience required.
• 7-10 years specialized training and knowledge in HVAC industry.
• Experience in fast paced call center environment, including data entry, word processing, spreadsheets, and software.
• Ability to review training content and materials for highly technical HVAC products.

Samsung Lennox HVAC North America, LLC. Is committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

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