Purpose of Role:

The role is part of the phone technical support department team at Triangle Tube and covers all the product areas for hydronic heating, hot water, and HVAC that Triangle Tube is currently involved with or might be involved with moving forward including gas combustion, residential boilers, commercial boilers, indirect tank water heaters, pool heaters, plate heat exchangers, heat pumps, and other heating and cooling equipment. The Boiler Phone Technical Support Specialist will work in the office in NJ and/or remote and answer the technical support phone line. This role will provide product technical support to installers and service technicians on all of Triangle Tube products. The position will be part of the technical service call center and be responsible for taking technical support phone calls 5 days a week during one of the two shifts between the hours of 8 a.m. and 7 p.m. the phone technical support department is open.

The role is responsible for:

• Answering technical support phone calls from plumbers, gas companies, installers, and technicians on all Triangle Tube products.
• Provide sales rep agency, distributor, and contractors information on replacement parts and supporting warranty replacement part orders.
• Provide remote technical support regarding routine product installation and service issues via telephone, e-mail, and other communication channels.

Primary Responsibilities:

• Provide phone technical support to Triangle Tube customers
• Provide email technical support to Triangle Tube customers
• Provide support for the warranty parts direct program to the warranty department
• Provide the best customer care through working with engineering, warranty, and sales on labor allowance/claim administration, relationship damage control, and effective public relations.
• Provide courteous and polite support to all customers who call in.
• Enter and document all important information and notes about each phone call or email received into the service database during the phone call or after reading the email
• Maintain accurate records and prepare detailed reports when asked by a supervisor

Essential Criteria:

• Field experience in an area of gas appliances for heating and hot water
• Ability to work with a cross functional team in a multinational company
• Must be proficient in computer skills (i.e., Microsoft Word and Excel).
• Data entry into ERP/Phone simultaneously while taking support phone calls to log associated notes and information on the phone call.
• Team player with excellent communication and networking skills and the ability to influence and motivate
• Extremely high level of urgency to resolve problems
• Proven track record in prior role
• Understanding of Combustion

Competencies (Qualifications, Experience, Training, Other):

a.       Qualifications

• Trade school certification/license in plumbing, electrician, or HVAC
• Associate’s degree, nice to have
• Familiarity with National Fuel Gas Code, National Electrical Code, Building

b.       Experience (years and nature)

• 5 or more years of plumbing/hydronic skills and direct industry experience required.
• 5 or more years’ experience as a HVAC Technician, Hydronic Techni and/or HVAC required.
• 5 or more years of field technical Hydronic/HVAC experience or equivalent business experience preferred.
• 5 or more years of refrigeration experience preferred.
• 2 or more years of call center experience preferred.

c.       Previous Training

• Water pipe sizing
• Circulator/pump size
• Gas pipe sizing
• Heat loss calculations
• Electrical wiring
• Boiler/water heater/furnace combustion setup and diagnostics

d.       Other

• Specific detailed experience of gas boilers or gas hot water heaters, furnaces, and other HVAC equipment
• Experience servicing and maintaining

                                                               i.     Gas & Oil Burners

                                                             ii.     Atmospheric Boilers

                                                            iii.     Condensing Boilers

                                                            iv.     Gas water heaters

• Proficient with

                                                               i.     Electrical Meter

                                                             ii.     Combustion Gas Analyzer

                                                            iii.     Manometer

                                                            iv.      Hand Tools