Nature & Scope:* Applies advanced knowledge of job area typically obtained through advanced education and work experience* Manages projects and processes while working independently and with limited supervision* Coaches and reviews the work of lower-level professionals* Problems faced are difficult and sometimes complex; takes a new perspective on existing solutionsKnowledge & Skills:* Formal Product Training - effectively train/educate customers on our products* Strong HVAC technical knowledge, operating systems, mechanical and electrical ability* Excellent customer service, relationship management, and interpersonal skills* Proficiency in MS Outlook, Word, Excel, and PowerPoint* Must have excellent communication skills both written and verbal and HVAC technical acumen* High level of attention to detail and problem-solving skills* Excellent organizational, time management, and project management skills* Ability to apply good judgment, strong work ethics, and integrity on the job* Highly self-motivated and directed with the ability to work in a fast-moving environment* Ability to apply good judgment, strong work ethic, and integrity on the job. Position Responsibilities may include:* Provide support for dealers/contractors to resolve technical issues* Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation* Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints* Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes* Field Communication / RMA / Service Bulletin Support Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on the success of Corrective Actions* Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates* Produce training materials for sessions* Produce materials and conduct installation and service training sessions* Responsible for high quality, cost-efficient and on-time service operation (internal and external)* Ensure the availability and quality of communications with our customers* Perform additional projects/duties to support ongoing business needs.