Customer Service Representative - Warranty

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

Key Responsibilities:

• Compile and distribute reporting direct management assigned established on a set schedule as well as on an ad hoc basis using all available data resources including but not limited to company ERP systems.
• Monitor and communicate performance levels and provided operational support for assigned field service repair organizations.
• Support internal partners including but not limited to Sales, Parts, and Product Management in resolving or advising on complex issues and opportunities.
• Approve the referral of unresolved grievances to designated departments for further investigation.
• Performance of all other duties as assigned by direct management or made apparent during the course of the performance of the job.

Key Requirements and Technology Experience:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Strong ability to work independently and manage one’s time.
• Strong ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word, PowerPoint, Excel, ERP systems and SAP.
• Strong analytical and problem-solving skills
• Ability to adapt to under change management environment.
• Education/Experience:
• High school diploma or equivalent (Bachelor's degree preferred).
• 8+ years’ experience in customer service, repair services operational support or warranty claims

HTS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.