Reports to: Technical Call Center Manager

Reporting Location: Roanoke, TX (Monday through Thursday onsite weekly)

Headquartered in Roanoke, TX, Samsung Lennox HVAC North America is a leader in innovative heating and cooling solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We've grown into one of THE most recognized global brands. We consider ourselves "relentless pioneers" that push boundaries and defy barriers.

Role Overview:

This position provides level 1 technical support for customers, staff and external users of Samsung HVAC products. This individual shall be able to help customers with preliminary level technical or non-technical assistance while providing excellent customer service. The support method is delivered via telephone or email. Assist with projects assigned by the Technical Call Center Manager for overall company growth and customer satisfaction.

This role will be responsible for ensuring the quality of issues resolution for Tier 1 Call Center Support that include but not limited to parts lookup, error code sheets search and sharing, literature request.

Role Responsibilities:

• Customer phone and email support for technical call center Create and track entries in call ticketing systems Perform search on technical documents, part numbers, service guides to send to customers Familiarization of all HVAC components Ability to understand HVAC parts, exploded parts drawings and part numbers Customers follow up on issues that have been resolved Ensure high customers satisfaction and escalate issues to higher tier support Organize, develop, review, revise and create service guides and technical support materials Develop process maps and create standard operating procedures for the department
• Respond to technical support calls (emergency, On-site, via phone or email), create tickets and enter customer information, and record information of service requests. Provide technical information e.g. part number, technical documents, error code sheets to customers. Support call center email requests Escalate issues to call to tech 2,3 support, manager or another department
• Update and maintain customer support database for issue tracking. Organize, develop, review, revise and create service guides and technical support materials
• Follow-up with completed tickets for customer satisfaction survey

• Assist with development, instruction and support updating technical training materials regarding Samsung HVAC products. Develop process maps and create standard operating procedures for the department

• Assist in Quality Lab, training lab and rework procedures as needed

Qualification Requirements:

• High School Diploma or GED and previous trade school or apprentice experience required
• EPA certification required
• Bilingual Spanish or Korean preferred but not required
• Entry level air conditioning experience to have basic HVAC knowledge of components and refrigeration cycle required
• Experience researching information and preparing communications
• Mechanical aptitude and ability to show critical thinking
• Ability to operate in a fast-paced call center environment, including data entry
• Ability to read and understand parts drawings
• HVAC basic knowledge of components and refrigeration cycle
• Individual must possess a valid driver's license in good standing
• Lift, move or adjust general office equipment, boxes or materials weighing up to 50 pounds using proper material handling equipment and procedures

At Samsung Lennox HVAC North America, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Lennox HVAC North America, LLC. Is committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.