Technical Customer Service Coordinator I

AHT Cooling Systems USA

Technical Customer Service Coordinator providing exceptional service coordination and technical support for HVAC/R products at AHT Cooling Systems. Serving as a liaison between customers and internal teams for effective issue resolution.

Posted 7/28/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in HVACR operations, including technical support, service coordination, and effective communication with customers and field technicians. Proficient in troubleshooting, repair processes, and maintaining accurate records using various software tools.

Highest-signal resume keywords

HVACR Operations SupportTechnical Support CoordinationService Call ManagementMicrosoft Office ProficiencyTroubleshooting Electronic Equipment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HVACR TerminologyService ProcessesPreventive Maintenance PracticesTroubleshooting Electromechanical ComponentsReading Wiring DiagramsUnderstanding Assembly DrawingsParts Order ManagementUnit TestingRepair Solution AnalysisService Channel Monitoring

Soft Skills

Effective CommunicationProblem SolvingCustomer Service OrientationCollaborationAttention to Detail

Tools & Technologies

Zoho SystemSAP or Similar ERP SystemService PortalsHand ToolsRefrigeration Tools

Certifications & Qualifications

Associate’s Degree or Equivalent

Industry Keywords

HVACR ExperienceService CoordinationDispatching PrinciplesField Technician CommunicationTechnical Resource Development

Tech Stack

Tools & technologies

AssemblyERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Associate’s (AA) degree or equivalent from a two-year college or technical school
1-3 years of related HVAC/R experience and/or training, or equivalent combination of education and experience.
Experience coordinating service calls, communicating with field technicians, and understanding HVACR-related work orders, scheduling priorities, and parts requirements is strongly preferred.
Candidates must have working knowledge of dispatching principles and practices, including scheduling, and assigning work, prioritizing service requests, monitoring technician status, maintaining accurate records, and communicating effectively with customers and field personnel.
Candidates must possess demonstrated experience supporting HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) operations, including knowledge of HVACR terminology, equipment, service processes, preventive maintenance practices, and customer service requirements.
Strong computer proficiency, including working knowledge of Microsoft Office applications such as Word, Excel, Outlook, and email systems, with the ability to accurately enter, manage, and maintain electronic records and data.
Experience with troubleshooting and repair of electronic equipment
Ability to quickly understand complex or technical solutions
Ability to read, understand and use assembly drawings, wiring diagrams; capable of troubleshooting, testing, and repairing electromechanical components
Understands and can take necessary ESD precautions with sensitive electronic hardware
Familiarity various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance.
User computer software tools to diagnose and adjust parameters
Knowledgeable in SAP or similar ERP system

Benefits

Comp & perks

Generous paid vacation, sick leave, and company holidays
Participation in our incentive compensation program
100% company-paid Health, Dental, and Vision insurance for eligible employees
401(k) retirement plan with company matching contributions
A collaborative, innovative, and team-oriented work environment