AHT Cooling Systems USA

Customer Support

• Provide exceptional technical support and service coordination by leveraging in-depth knowledge of AHT and third-party products to efficiently resolve warranty and non-warranty service requests.
• Serve as a key liaison between customers, service contractors, and internal teams, ensuring timely issue resolution, effective dispatch and management of service activities.
• Develop and maintain product knowledge to serve as a technical resource in installation, programming, and equipment protocol and designated third party products and services.
• Respond to technical service inquiries from customers in a timely fashion via phone, email, and ticketing system.
• Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and third-party products and services provided by AHT.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Monitor and update customer 3rd party service portals (Service Channel).
• Review store prints, diagrams, and specifications.
• Collaborate with contractors to ensure store meets operational standards.
• Perform system modifications and/or software and parameter updates, as needed.
• Escalate more complex inquiries to a higher-level support team member.
• Understand and enter parts orders in Zoho system.
• Perform unit testing, monitoring, troubleshooting on returned units to assist quality with root cause diagnosis.
• Evaluate, approve, or dispute contractor requests to exceed authorized Not-to-Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and aligned with company standards and budget requirements.
• On-call weekend phone monitoring rotation.
• Perform other duties as directed.

Technical Customer Service Coordinator I