As a family-owned and operated company, we feel a special obligation to the employees who comprise our Taco family. We are committed to offering employees access to the tools necessary to live long and productive lives. We strive to instill in all of our employees:
- A positive mental attitude that helps us to be a leader in the industry
- A commitment to building strong relationships, both inside and outside the organization
- A desire to learn, grow, and contribute to moving our strategy forward
- A need to create and to innovate
Employment Type: Regular Full-time
Shift: 1st Shift
Work Status: On-site
Position Summary
The Associate Technical Services Application Engineer will utilize learned professional concepts to resolve issues with some of Taco Comfort Solutions more complex product/application offerings. This position will support more complex customer inquiries to provide exceptional customer care on more sophisticated product offerings through phone call, email, or field support. The Associate Technical Services Application Engineer will identify opportunities to improve the customer experience when contacting the Technical Services Team and develop procedures for standard practice moving forward.
Measures of success:
- Decrease customer wait time
- Improve First Call Resolutions
- Develop of comprehensive, accurate Ladder Diagrams for technical documentation
Responsibilities
Responsibilities include but are not limited to:
- Provides technical support for users of company products, including current and prospective clients, resellers, and professional product testing organizations.
- Researches, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues.
- Installs, configures, and fine-tunes the company's product.
- Provides detailed documentation of all technical issues within call tracking database.
- Collaborates with quality assurance and development teams on understanding of issues and steps needed to resolve them.
- Maintains frequent communication with customers while investigating and resolving issues.
- Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Contributes to the product solution's technical knowledge base that is used by customers, partners, and internal employees on a regular basis.
- Provides feedback to product development and product management teams.
- Provides pre-sales technical support as needed.
- Presents company solutions and value proposition to customers and prospects.
- May assist in the planning and coordination of application debugging, testing, modification, configuration analysis, network analysis, and general troubleshooting of databases and applications.
- Provides in-depth support for the most technically advanced products.
- Assist the training department with proactive or field training of Taco’s advanced product offering.
Qualifications
Required:
- Bachelor’s degree in Mechanical or Electrical Engineering and 1+ year of related work experience
- Exceptional oral and written communication skills
- Excellent organizational and documentation skills
- Ability to analyze customer needs and respond to provide exceptional customer care and resolution
- Ability to articulate technical knowledge in simple, succinct manner based on audience needs
- Knowledge of CAD/CAE/CFD (SolidWorks)
- Travel required to conferences, customer / rep sites, etc.
Preferred:
- Bachelor’s degree in Mechanical or Electrical Engineering and 4+ year of related work experience, preferably in HVAC industry
- Proficient in CAD/CAE/CFD (SolidWorks)
- Licensed Professional Engineer (PE)
Work Environment:
This position works primarily in an office environment using computer and technology. Verbal and auditory capability are required.
This position will report onsite to the office every day.
Occasional exposure in production plant where large equipment and noise are prevalent. Safety gear is required in these areas.
Benefits
With nearly 1,000 people working at Taco worldwide, each with their own story, you will discover a sense of community and diverse, intelligent colleagues who help us innovate, create and explore.
Taco employees benefit from a company that:
- Provides competitive salaries and benefits
- Offers tuition reimbursement, career development, and on-site training programs in our learning center
- Believes in sharing profits with its employees
- Is mindful about family, health and well-being
- Fosters conditions that allow people and communities to reach their full potential
- Embraces and celebrates diversity
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