Customer Service Technician - Humidification - Southeast

CAREL USA, Inc. is an innovative, high-tech company that offers professional development and skills enhancement opportunities, both nationally and internationally working for CAREL means taking an active role in building the company’s success, and enjoying a professional experience that involves developing a spirit of initiative, a sense of responsibility and an aptitude to work within multicultural and change-oriented environment.

About CAREL:

Founded in 1973, CAREL is a world leader in control solutions for air-conditioning, refrigeration and heating, and systems for humidification and evaporative cooling. We design our products to bring energy savings and reduce the environmental impact of machinery and systems. Our solutions are used in commercial, industrial and residential applications.

Specifically, we have operations in the Americas (North, Central, and South), Asia Pacific, Africa and Europe; we have 18 fully-owned subsidiaries and 7 production sites, in addition to partners and distributors in a further 75 countries.

Our mission of high-efficiency solutions summarizes the model that CAREL has adopted, both the starting point and the final objective that enclose the entire process, from conception to production and marketing of our systems. Research, innovation, and technology are the keys to our success: for more than forty years, customer needs have been at the center of our design work, so as to offer elements of differentiation in terms of both functions and appearance.

Carel offers great medical, dental, and vision, and life insurance benefits, vacation, sick and personal time, along with a 401k plan.

Find out more about us: www.Carelusa.com

Location: Atlanta, GA

The Customer Service Technician is responsible for providing technical assistance applicable to Carel’s humidification products directly to our customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Responsibilities and activities may change at any time with or without notice.

• Provide technical assistance applicable to a wide array of CAREL products directly to our customer base, consisting of OEM partners, re-sellers, field technicians, and end user
• Provide direct humidification support to our extended 3rd party service network partners working with CAREL humidification products.
• Effectively address, resolve, and document customer complaints directed towards CAREL Humidification products, services, and customer commitments
• Evaluate humidification products returned to CAREL as defective to determine failure mode and complete the necessary documentation
• Participate as needed in core teams assigned to develop, launch, and support new products and revisions to existing products.
• Create support documentation to assistance customers with retention on CAREL humidification products
• Responsible for using sound decisions while embracing policies, procedures, culture and goals.
• Make independent decisions based on contract terms and conditions
• Stay current on programs and remain up to date on any program changes directly related to Humidification
• Facilitate any and all outbound and inbound mail correspondence directly connected with our service network providers
• Provide training to our Service network partners dealing directly with Humidification
• Perform other duties as assigned.

DESIRED SKILL & COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Strong skills and knowledge of electronics as applicable to the HVAC, and climate control industries.
• Strong skills and knowledge of electrical circuits as applicable to the HVAC, and climate control industries.
• Strong l skills and knowledge of mechanical and pneumatic systems as applicable to the HVAC, and climate control industries.
• Experienced communication, customer relationship skills.
• Ability to resolve customer issues through effective troubleshooting, diagnosis, and corrective advice techniques.
• Proficient with PC’s, especially with MS Word, Outlook, and Excel programs

SUPERVISORY RESPONSIBILITY

None

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Minimum Associates Degree and / or Certificate from an accredited technical school, or equivalent experience. Customer service / support experience in HVAC, refrigeration systems, or related technical fields desired.

LANGUAGE SKILLS

English with strong written and verbal skills.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. High degree of technical aptitude.

CERTIFICATES, LICENSES, REGISTRATIONS:

Current valid driver’s license and good driving record. Any HVAC/R, or ASHRAE certifications or registrations are a plus.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Customer interface. Computer interface. 50% travel ability. Availability from Monday-Friday if necessary to travel

While performing the duties of this job, the employee is regularly required to stand. The employee is frequently required to use hands to finger, handle or feel objects, tools, or controls and to climb or balance. The employee is occasionally required to walk, reach with hands and arms; stoop, kneel, or crouch; and talk or hear. The employee must regularly lift and move up to 10 pounds, frequently lift and move up to 25 pounds, and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee may be exposed to vibration. The employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock. The noise level in the work environment is moderate. Office and plant environment for day to day functions.

Carel is an equal opportunity employer.