Technical Customer Service Coordinator I

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AHT Cooling Systems USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏭 Manufacturing

🍽️ Food & Beverage

📦 Logistics

Manufacturing • Food & Beverage • Logistics

AHT Cooling Systems USA is the U. S. arm of AHT Cooling Systems, a global manufacturer of commercial refrigeration and freezer equipment. AHT supplies energy-efficient plug-in refrigerators, freezers, multideck refrigerated shelving, ice cream chests, promotion refrigerators, cold-room solutions and transport refrigeration systems for supermarkets, discounters, the food industry and other food retail customers. The company emphasizes sustainability, consulting services, global production and after-sales support through its international network.

📋 Description

• Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third-party products to efficiently resolve warranty and non-warranty service requests. • Serve as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities. • Develop and maintain product knowledge to serve as a technical resource in installation, programming, and equipment protocol and designated third party products and services. • Respond to technical service inquiries from customers in a timely fashion via phone, email, and ticketing system. • Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and third-party products and services provided by AHT. • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. • Monitor and update customer 3rd party service portals (Service Channel). • Review store prints, diagrams, and specifications. • Collaborate with contractors to ensure store meets operational standards. • Perform system modifications and/or software and parameter updates, as needed. • Escalate more complex inquiries to a higher-level support team member. • Understand and enter parts orders in Zoho system. • Perform unit testing, monitoring, troubleshooting on returned units to assist quality with root cause diagnosis. • Evaluate, approve, or dispute contractor requests to exceed authorized Not-to-Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and aligned with company standards and budget requirements. • On-call weekend phone monitoring rotation. • Perform other duties as directed.

🎯 Requirements

• Associate’s (AA) degree or equivalent from a two-year college or technical school • 1-3 years of related HVAC/R experience and/or training, or equivalent combination of education and experience. • Experience coordinating service calls, communicating with field technicians, and understanding HVACR-related work orders, scheduling priorities, and parts requirements is strongly preferred. • Candidates must have working knowledge of dispatching principles and practices, including scheduling, and assigning work, prioritizing service requests, monitoring technician status, maintaining accurate records, and communicating effectively with customers and field personnel. • Candidates must possess demonstrated experience supporting HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) operations, including knowledge of HVACR terminology, equipment, service processes, preventive maintenance practices, and customer service requirements. • Strong computer proficiency, including working knowledge of Microsoft Office applications such as Word, Excel, Outlook, and email systems, with the ability to accurately enter, manage, and maintain electronic records and data. • Experience with troubleshooting and repair of electronic equipment • Ability to quickly understand complex or technical solutions • Ability to read, understand and use assembly drawings, wiring diagrams; capable of troubleshooting, testing, and repairing electromechanical components • Understands and can take necessary ESD precautions with sensitive electronic hardware • Familiarity various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance. • User computer software tools to diagnose and adjust parameters • Knowledgeable in SAP or similar ERP system

🏖️ Benefits

• Generous paid vacation, sick leave, and company holidays • Participation in our incentive compensation program • 100% company-paid Health, Dental, and Vision insurance for eligible employees • 401(k) retirement plan with company matching contributions • A collaborative, innovative, and team-oriented work environment