Technical Refrigeration Specialist at Kennesaw, GA

Technical Refrigeration Specialist

Company Description:

Packard has been a dominant force in the HVACR industry since 1959. As a master distributor, we bring wholesalers and OEMs innovative, high quality products that include top industry names and our own exclusive private-label lines. We have regional offices and independent manufacturers’ representatives from coast to coast, but we have chosen Kennesaw, Georgia for both our corporate office and our main distribution center. Two additional distribution centers, one in the Midwest and one in the West, help to serve our customer base from coast to coast.  Packard takes pride in being a customer focused-employee owned company and service, selection and satisfaction will always be top priority.

Job Overview

Packard, Inc. is looking for a full-time Technical Refrigeration Specialist to join our team in Kennesaw, GA.  The Technical Refrigeration Specialist will provide pre-sales and post sales application engineering support to our equipment manufacturers using technical expertise and integrity to ensure target market penetration and high customer satisfaction.  Responsible for direct interface with OEM Customers, Field Sales, and internal functions related to product selection, order fulfillment and post-sale service issues. The Technical Refrigeration Specialist will have daily interaction with Sales (Inside and Outside), Product Management, Marketing, Operations, and Purchasing.

Position Responsibilities:

• Provide product application support to OEM Customers and Field Sales Representatives: review customer requirements and specifications for understanding, research product performance data, configuration options, pricing and lead times using online configuration tools and related systems, recommend product configurations to satisfy customer needs, prepare and communicate pricing quotations, provide follow up communication as needed with Customers and Sales Team
• Provide technical and product support to OEM and aftermarket customers (internally and externally), identify opportunities for product sales expansion, supports development and implementation of tactical marketing initiatives by ensuring accuracy for media collected for catalogs/flyers, and manage cross references of all products to ensure accuracy in P-21 and website
• Coordinate the effective processing and resolution of customer complaints: record customer complaints and associated details, research order history and product specifications, coordinate with Product Development to resolve customer complaints, communicate resolution to customer and provide follow-up as needed
• Gather, manage, and transfer technical information to generate tracking report
• Participate in weekly OEM department meetings: escalate gaps in gathering information, track and report on OEM product development progress, customer activity, trends and metrics information as needed
• Provide product and application knowledge to support Sales and Marketing events: participate in industry trade show events to represent products and service, participate in customer site visits as needed
• Provide project support for NPI (New Product Introductions) on an assigned basis
• Act as liaison for weekly product development meetings
• Travel as required (<10%): travel with sales team to visit with key customers, learning about their applications and assisting them with various projects and initiatives
• Other duties as assigned

Basic Qualifications:

• Bachelor’s degree with equivalent related experience
• Must be authorized to work in the United States
• 5-7 years in customer support, application support or product specialist role
• General industry and product knowledge in the area of one or more of the following markets:  Pumps, HVAC Boilers, HVAC Chillers, Process Cooling
• High level of professionalism and excellent communication and customer service skills
• Professional attitude and appearance
• Demonstrated ability to quickly identify and understand customer issues and provide timely resolution
• General knowledge of compliance documents and regulations relevant to the products we sell
• Basic Product application knowledge including thermal dynamics, specification data sheets, technical drawings, ability to calculate capacity using charts and coefficients, ability to calculate and compare efficiency ratings, cross reference compressors and components
• Understanding of established test conditions such as ASHRAE and ARI
• Ability to be resourceful and proactive when issues arise
• Excellent organization skills
• Ability to interface well with numerous stakeholders, both internal and external
• Demonstrated ability to work in collaborative environment
• Must have good multi-tasking skills and be flexible to shifting priorities

Preferred Qualifications:

• Four year degree Business or Engineering preferred
• Able to work in an ambiguous, 'internet-speed' environment
• Strong time management and skills
• Strong problem-solving skills, including the ability to maintain composure under stress