Installation and Support Specialist Air Conditioning
 Almo | |
 United States, Pennsylvania, Philadelphia | |
 Aug 19, 2025 | |
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SUMMARY:
We are currently seeking a Product Technical Support person to join our Home Comfort team. In this position, you will handle and help resolve issues for homeowners and contractors around the country through our direct-to-consumer business. To do the job well takes a combination of skills, particularly listening and understanding customer needs and creating solutions. ESSENTIAL DUTIES AND RESPONSIBILITIES: Reporting to the Customer Service Manager, the Technical Support person is responsible for assisting end users and dealers with any technical support they may require for products, either via email or over the phone as well as provide product information. This position will be primarily focused on the mini split category of Home Comfort. The technical support person will be required to understand all issues with the product lines they are working on (both Branded and OEM) and be able to diagnose the problem and educate the end user on the correct use of the product. During the workday, you will assist customers with air conditioning installation support questions, review customer orders for accuracy, and handle customer calls regarding parts and accessories. The Technical Support Specialist will work with installers to troubleshoot any end user issues. Other duties will include: * Establish and maintain a U.S. based network of installers that can support our end users on installations and other service requirements. * Provide feedback to the company regarding service failures or customer concerns * Monitor systems and procedures to ensure on-time order processing and customer satisfaction * Advise customers concerning customer service-related issues and escalations * Assist customers in troubleshooting orders that require special handling * Work with the Category Manager of Home Comfort and assist in advising technical specs and feedback on manuals. MINIMUM REQUIREMENTS: * GED or equivalent preference will be given to those with technical experience or training. * Proficiency with Microsoft Office Applications. * Excellent communications skills (written/verbal) and interpersonal skills. Has emotional resilience and the ability to handle upset customers in a calm, professional manner * Demonstrated organizational ability and follow-through. * Demonstrated ability to work in a fast paced, dynamic environment. * Demonstrated ability to work harmoniously in a team as well as autonomously. * Strong attention to detail. * Spanish will be considered an asset. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. DIVERSITY STATEMENT: At DCC Technology, we deeply value diversity and inclusion. We recognize the unique contributions each team member brings to our dynamic culture and are dedicated to fostering an inclusive environment where every individual feels valued, heard, and celebrated. Our commitment extends to offering flexible working arrangements, ensuring that we accommodate the diverse needs of our colleagues and stakeholders. By joining us, you'll be part of shaping the future at DCC Technology, driving forward initiatives that not only make a real difference but also reflect the rich tapestry of our global community. Let's innovate together, embracing diversity to inspire groundbreaking solutions. Qualifications SUMMARY: We are currently seeking a Product Technical Support person to join our Home Comfort team. In this position, you will handle and help resolve issues for homeowners and contractors around the country through our direct-to-consumer business. To do the job well takes a combination of skills, particularly listening and understanding customer needs and creating solutions. ESSENTIAL DUTIES AND RESPONSIBILITIES: Reporting to the Customer Service Manager, the Technical Support person is responsible for assisting end users and dealers with any technical support they may require for products, either via email or over the phone as well as provide product information. This position will be primarily focused on the mini split category of Home Comfort. The technical support person will be required to understand all issues with the product lines they are working on (both Branded and OEM) and be able to diagnose the problem and educate the end user on the correct use of the product. During the workday, you will assist customers with air conditioning installation support questions, review customer orders for accuracy, and handle customer calls regarding parts and accessories. The Technical Support Specialist will work with installers to troubleshoot any end user issues. Other duties will include: * Establish and maintain a U.S. based network of installers that can support our end users on installations and other service requirements. * Provide feedback to the company regarding service failures or customer concerns * Monitor systems and procedures to ensure on-time order processing and customer satisfaction * Advise customers concerning customer service-related issues and escalations * Assist customers in troubleshooting orders that require special handling * Work with the Category Manager of Home Comfort and assist in advising technical specs and feedback on manuals. MINIMUM REQUIREMENTS: * GED or equivalent preference will be given to those with technical experience or training. * Proficiency with Microsoft Office Applications. * Excellent communications skills (written/verbal) and interpersonal skills. Has emotional resilience and the ability to handle upset customers in a calm, professional manner * Demonstrated organizational ability and follow-through. * Demonstrated ability to work in a fast paced, dynamic environment. * Demonstrated ability to work harmoniously in a team as well as autonomously. * Strong attention to detail. * Spanish will be considered an asset. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. DIVERSITY STATEMENT: At DCC Technology, we deeply value diversity and inclusion. We recognize the unique contributions each team member brings to our dynamic culture and are dedicated to fostering an inclusive environment where every individual feels valued, heard, and celebrated. Our commitment extends to offering flexible working arrangements, ensuring that we accommodate the diverse needs of our colleagues and stakeholders. By joining us, you'll be part of shaping the future at DCC Technology, driving forward initiatives that not only make a real difference but also reflect the rich tapestry of our global community. Let's innovate together, embracing diversity to inspire groundbreaking solutions. | |