Technical Services Specialist (Michigan City, Indiana (IN), US) - SPX : Job Details

Building the people that build the world. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our Rise talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company with problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. This is a position with WM Technologies, LLC and affiliate of SPX Enterprises, LLC, which manufactures and sells Weil-McLain® branded products. Weil-McLain® is a leading North American brand of hydronic comfort heating systems for residential, commercial, and institutional buildings since 1881. How you will make an Impact (Job Summary) SPX is a diverse team of unique individuals who all make an impact. As the HVAC/Boiler Technical Services Specialist (Non-IT) you will provide pre and post technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments. What you can expect in this role (Job Responsibilities) While each day brings new opportunities at SPX, your core responsibilities will be:

HVAC & Boiler Technical Excellence/Customer Support:

• Provides technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail or in person.
• Diagnose and resolve technical issues promptly, providing troubleshooting assistance for problems involving control system, combustion, venting and piping on commercial and residential boilers.
• Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
• Deliver technical training support to internal personnel when required.
• Participate in the School of Better Heating courses to transfer boiler installation and troubleshooting knowledge to contractors.
• Perform special project assignments at the direction of Technical Services Supervisor, related to the systems, policies, procedures and customer queries/problems.

Information/Communication:

• Provide parts identification assistance to distributors, contractors internal personnel, agents, etc.
• Provide product support information/direction from existing manuals, bulletins, and guides.
• Ensure prompt, accurate, and consistent information is communicated to customers as it relates to:
  • Product description and operation
  • Clarification on boiler specifications and installation information
  • Wiring, piping and control diagrams
  • Troubleshooting and field visits when necessary
  • Current and obsolete repair parts identification
  • Obsolete boiler identification and tracking

3. Documentation & Continuous Improvement

• Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
• Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems and/or product complaints.
• Identify opportunities for process improvement and streamlining technical support procedures.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education) We each bring something to the table, and we are looking for someone who has: Required Experience

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.

Preferred Experience, Knowledge, Skills, and Abilities

• Professional technical school training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, control wiring and systems
• Training or experience using CRM, Microsoft Dynamics 365 or Salesforce.com
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as TechSee or Sightcall

Education & Certifications

• HS Diploma or equivalent is required

Physical Demands

• Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

Travel & Working Environment

• Minimum travel may be required. Less than 5%
• Workplace is a normal open office environment

How we live our culture Our culture is at the center of what we do, and more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads. What Benefits do we offer? We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion We value different backgrounds, experiences, and voices, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis. ABOUT SPX SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands. SPX TOTAL REWARDS At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results. OUR VALUES

• Integrity
• Accountability
• Excellence
• Teamwork
• Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve. WORKING AT SPX Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.