Technical Service Support (East Stroudsburg, Pennsylvania (PA), US, 18301)

Job description

Building the people that build the world. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. As part of HVAC Heating, Patterson Kelley is a leading manufacturer of commercial boilers and direct and indirect water heaters. With an over 140 year history, we provide reliable, innovative comfort solutions for hospitals, schools, military bases, and stadiums. How you will make an Impact (Job Summary) SPX is a diverse t eam of unique individuals who all make an impact. As a Technical Service Support, you will play a key role in providing technical customer service support for the Patterson-Kelley, LLC and Weil-McLain Boiler and Water Heater Product lines for internal and external customers. Join us in this innovative journey, where your expertise and passion will drive the advancement of our high-quality products. What you can expect in this role (Job Responsibilities) While each day brings new opportunities at SPX, your core responsibilities will be: Technical Customer Service Support Provide boiler and water heater technical support via phone call center and email to internal and external customers Assist Field Representatives and Technicians with retrofitting procedures Review startup reports and follow up with Field Representatives/Technicians Assist customers, representatives, technicians, and internal order entry with selecting correct boiler/water heater parts Become the subject matter expert in various areas from Equipment/Component selection, sizing and application, equipment and system troubleshooting, piping system, venting system troubleshooting and installation Provide occasional after-hours and weekend support to customers for emergency technical service issues, ensuring timely response and resolution when critical situations arise Training: Provide training assistance at the Patterson‑Kelley Boiler/Water Heater Technical School Deliver various forms of training remote or in person to technicians and representatives 3. Field Operations Support: Conduct field service trips, including evaluations and repairs, and complete technical service trip reports Support field operations by performing boiler and water heater run‑outs 4. Return Authorization (RA) Diagnostics & Testing Perform RA diagnostics and follow‑up activities Conduct RA testing and evaluation; compose detailed technical reports Send water samples for composition testing Test and evaluate boilers, water heaters, and returned component parts; complete and file technical evaluation reports What we are looking for (Experience, Knowledge, Skills, Abilities, Education) We each bring something to the table, and we are looking for someone who has: Required Experience Five years’ related experience or training in HVAC and/or Hydronic systems Demonstrated communication and interpersonal skills, enabling the individual to respond professionally and effectively in supporting customer needs Basic understanding of product functionality, technical terminology, and diagnostic steps Knowledge of Microsoft Office, Word, Excel and Power Point that enables candidates to develop spreadsheets and word documents in a presentable and understandable format for the audience Preferred Experience, Knowledge, Skills, and Abilities 5 years’ experience in HVAC type of job, field, or industry Ability to read, analyze, and interpret technical data Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and Product manuals Ability to write routine Technical Reports and correspondence Proficiency with CRM platforms and be proficient in the utilization of applicable computer software packages (AutoCAD/Creo) Ability to create, manage, track, and close customer cases or service tickets Skill in documenting interactions clearly and accurately within the system Familiarity with call center platforms (e.g. Avaya) and using phone, email, chat Experience with ERP systems for order lookup, status checks or part identification Education & Certifications High school Diploma or HVAC Tech Schooling Travel & Working Environment Hybrid position – exposed to various environments Travel up to 10% Be available on an occasional rotating or as-needed basis for after-hours and weekend emergency customer technical support Work in an office environment, able to use a computer, provide oral and written communication Manufacturing Environment frequently requires use of foot and eye protection when in production areas How we live our culture Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX. What benefits do we offer? We know that the well-being of our employees is integral. Our benefits include: Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave Competitive health insurance plans and 401(k) match, with benefits starting day one Competitive and performance-based compensation packages and bonus plans Educational assistance, leadership development programs, and recognition programs Our commitment to embrace diversity to build a culture of inclusion at SPX We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.