Field Technical Support Representative

Summary

Interface with customers that require post sale technical support, both in-house and in the field, to improve customer satisfaction. Troubleshoots via telephone, written communication, and onsite visits. Uses Salesforce or other company databases to record all technical support activities. Interfaces with engineering to provide design input for product improvement.  Assists in the creation and management of company product technical data including manuals, troubleshooting guides, and related literature. Travel and the ability to be “on-call” is required. Has an in-depth knowledge of Hubbell products.

Essential Duties and Responsibilities

Troubleshoots all aspects of the entire Hubbell product line including but not limited to electric, gas, steam, heat pump, and boiler water powered water heaters and heating equipment, components, products, and systems for residential, commercial, industrial, foodservice and military applications.

Interacts with and when necessary, provides field support for customers and service technicians to facilitate troubleshooting and repair of equipment. Travel for onsite technical support is required.

Analyze tech support records to recognize major issues and patterns of minor issues that need attention and communicate with various company departments to evaluate and, if necessary, initiate corrective actions. The means to communicate issues can be in the form of various company products such as EOS L10, Salesforce, Word, Excel, or Access.

Evaluates field installations and recommends design modifications via “Red Line” drawings to “Make Better” documentation eliminating future product malfunctions.

Uses electrical, mechanical and gas testing equipment to perform operational repairs/tests on company products.

Evaluates returned products for manufacturing or installation defects. Recommends customer credits with supporting documentation. 

Runs FAT (Factory Acceptance Test) and SAT (Site Acceptance Tests). Recording and writing testing results. Travel is required to customer sites.

Records all test results and writes comments and observations in a clear, detailed and professional manner. Creates detailed field service reports for all field activities, written in a clear, concise and professional manner. Submits to the customer a preliminary report upon completion of fieldwork (i.e., before leaving the jobsite) and a comprehensive final report to all related parties within two (2) business days or sooner after completion of fieldwork.

Takes emergency phone calls after hours.

Technical Sales, recognizing when a customer needs to replace a product and referring to the sales department.

Performs other duties as necessary.

Reports directly to the Technical Support Manager.

Supervisory Responsibilities

None

Qualification Requirements

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The minimum requirements listed below are representative of the education, knowledge, skills, and/or abilities required.

Education and/or Experience

High school graduate: two years technical school training and/or four to ten years related technical field experience; or equivalent combination of education and experience.  Licensed in HVAC, Plumbing or Electrical trade is beneficial.

Knowledge, Skills & Abilities

Language Skills: Ability to read, analyze, and interpret common scientific and technical journals and written documents. Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, customers, vendors, and/or company employees.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of algebra and geometry.

Reasoning Ability:  Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Requirements

General office / warehouse environment.

Ability to continuously stand or walk.

Required to have close visual acuity to perform an activity such as: preparing and analyzing written and electronic figures, viewing a computer terminal, and visual inspection involving small defects. 

Constantly perform desk-based computer tasks.

May occasionally involve repetitive movements. 

Frequently sit, sort, file paperwork or parts, grasp lightly, and use fine manipulation, bend, lift, carry, push and pull objects that weigh 50 pounds or less.

Multi-tasking with frequent interruptions.

Occasionally write by hand, use a telephone, twist, bend, stoop, and squat.

Jobsite: climb over and under pipes, crawl under ductwork, and move around mechanical spaces.

Working Conditions

May require extensive work hours during peak business planning cycles. Requires overnight travel domestically and internationally on occasion. A valid passport and suitable identification are necessary. Approximately 25% travel. 

HUBBELL WORK STANDARDS:

Interpersonal Skills: Demonstrates the ability to work collaboratively with stakeholders: coworkers, clients, vendors, and potential customers.

Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable Hubbell policies and procedures, including but not limited to the personnel policies.  

Respect for the compliance requirements a manufacturing company faces, preferably gained through experience with government contracting regulations.