HVAC Product Specialist at Navien in Irvine, California

Job Description:

HVAC Product Specialist


Remote with up to 10% travel

Full-time



WHAT WE ARE LOOKING FOR


The ideal candidate for this position is familiar with Navien and/or the HVAC industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and personal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.



Responsibilities:

• Ability to safely, accurately, and confidently handle refrigerant and other hazardous material within EPA guidelines.
• Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting the company's products.
• Ability to diagnose, troubleshoot, and repair or warrant HVAC products including all Navien equipment and outside the box components.
• Troubleshoot units and issues via the phone or in-person, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
• At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
• Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
• Enter product warranty information into the system and take comprehensive notes that are to be entered into our system about every unit discussed.
• Follow-up with customer issues in a timely manner.
• Assist fellow technicians with high priority technical questions.
• Answer emails from company website in regard to product information and troubleshooting.
• Complete any miscellaneous tasks/projects assigned by your supervisor.
• May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.

Requirements:

• 5+ years of experience with HVAC hands-on field work or comparable work.
• Trade School Certification in HVAC
• EPA Certified - Universal
• Refrigerant Safety Course Certification
• Knowledge of HVAC components and how they operate.
• Ability to understand how basic refrigeration and HVAC products, including Navien, function and operate
• Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributor, engineers and architects.
• Strong customer service skills and team player
• Ability to travel domestically to job sites for troubleshooting, if necessary.
• Familiar with Microsoft Office applications, particularly Microsoft Outlook.
• Availability to work any of the 7 days a week (including Holidays) and be flexible to work additional overtime when deemed necessary by Supervisor.
• Clean DMV record required.
• At least 10% travel (drive/fly), including international travel, for the purpose of training, meetings, product shows, customer support and in-field support.
• Excellent in-person customer service, with the ability to explain problems, suggest resolutions and resolve issues via repair of Navien equipment.

Preferred Qualifications:

• Experience in a call-center environment.
• Experience with building management systems such as BACnet, Modbus, etc.
• Knowledge of Navien products or the HVAC industry.
• A drive to help others and those that enjoy the troubleshooting puzzle.
• Bilingual skills a plus, Spanish, French, Mandarin or Korean

Pay Scale: $26/hr.-$30/hr. DOE plus Annual Bonus Opportunity!



This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.



Benefits

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License

About Navien, Inc.


Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America.


Expanding its offerings, Navien now boasts a full line of HVAC products, including the innovative NPF Hydro-furnace. Additionally, Navien has ventured into the heat pump water heater market, further solidifying its commitment to sustainable and energy-efficient solutions for home comfort. The company is also making strides in the water treatment space with cutting-edge scale prevention systems and whole-house filtration solutions.


Navien's international reputation is built on sophisticated engineering, robust design, and a steadfast commitment to quality. Backed by over 40 years of advanced technology expertise from its parent company, KD Navien, the company continues to push boundaries in product development. Navien products are available across the United States and Canada through a select network of trusted wholesale distributors.



Navien Inc. is an Equal Opportunity Employer




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