Customer Service HVAC Technical Support
Position: Customer Service HVAC Technical Support
Location: Stafford, TX
Schedule: Mon-Fri | 7:00am - 3:30pm
Pay: $23-$28
The Houston branch of Openwork has partnered with a manufacturing company to add a Customer Service HVAC Technical Support employee to their team. This is a temporary to permanent position. Our client values a growth-minded individual with goals, and require someone with strong HVAC & Administrative experience.
What You'll Be Doing:
- Serve as the first-line technical expert supporting the companies portable air conditioning equipment.
- Diagnose refrigeration, electrical, airflow, condensate management, and control system issues through telephone, email, video conferencing, and digital communication platforms.
- Guide customers and field technicians through structured troubleshooting procedures to minimize equipment downtime.
- Determine whether field repairs, component replacement, or factory return is the most appropriate resolution.
- Maintain an exceptional first-call resolution rate whenever possible.
- Assist customers in interpreting alarms, error codes, wiring diagrams, and service manuals.
- Deliver a professional, courteous, and solution-oriented customer experience on every interaction.
- Build long-term relationships with dealers, rental companies, contractors, distributors, and end users.
- Communicate complex technical information clearly to individuals with varying levels of technical expertise.
- Demonstrate patience, empathy, and ownership throughout the service process.
- Escalate customer concerns appropriately while maintaining a sense of urgency and accountability.
- Review incoming warranty requests for completeness and accuracy.
- Ensure warranty claims comply with established warranty policies and procedures.
- Accurately document:
o Failure analysis
o Troubleshooting performed
o Labor authorization
o Parts replaced
o Root cause findings
o Photographs and supporting documentation - Coordinate replacement parts and warranty approvals.
- Maintain complete digital records for future product quality analysis.
- Entering and maintaining warranty claims.
- Updating CRM and customer service databases.
- Maintaining detailed electronic service records.
- Managing technical documentation.
- Creating service reports.
- Processing repair authorizations.
- Monitoring customer communication through email, phone, chat, and other digital
platforms. - Utilizing Microsoft Office Suite, ERP systems, CRM software, warranty databases, and digital communication tools with accuracy and efficiency.
- Associate degree or equivalent technical education preferred.
- Minimum 3 years of HVAC, refrigeration, electrical, mechanical, or industrial equipment troubleshooting experience.
- EPA Section 608 Certification preferred.
- Strong understanding of refrigeration systems including:
- Compressors
- Expansion devices
- Refrigerant circuit
- Electrical controls
- Fan motors
- Variable Frequency Drives (VFDs)
- Sensors
- Electrical schematics
- Ability to read wiring diagrams and refrigeration schematics.
- Excellent verbal and written communication skills.
- Strong organizational and documentation skills.
- High proficiency with Microsoft Office and modern digital business software
- Experience with ERP, CRM, warranty management, or service management software is highly desirable.
- Medical, Dental, Vision
- 401k
- PTO/Vacation
#OPWHOU
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