Customer Service Technician

As a Customer Service Technician, you'll use your knowledge of HVAC and refrigeration systems to support customers and help resolve technical issues. You'll work in a manufacturing environment where following the right procedures, maintaining safety standards, and getting the details right are all important parts of the job.

If you're practical, keen to learn, and want to develop your technical abilities, this could be a great next step. You'll have the opportunity to build on your existing experience, strengthen your understanding of HVAC and refrigeration equipment, and become more confident handling technical challenges.


Who’s it for and what’s in it for you?
Our client specialises in the design and production of engineered heating, cooling and refrigeration systems. Operating through several specialised divisions, our client produces custom HVAC and refrigeration equipment used in industries such as food storage, data centres, energy and manufacturing.  

With its company’s values of continuous improvement, collaboration and employee empowerment, our client provides the best service to not just its systems but it’s staff. They prove this through fostering a genuinely positive work environment, as well as providing a benefits package designed to improve their people’s work and life. This includes generous PTO, comprehensive health coverage, and 401k matching from day one. 


What will your day to day look like?
You’ll provide technical support and customer service for a manufacturer of HVACR equipment, helping customers resolve issues and keep their refrigeration systems operating effectively. Combining hands-on technical knowledge with strong communication skills, you’ll troubleshoot equipment, support field service activities and work closely with internal teams to deliver practical solutions.

• Respond to customer enquiries by phone, email and in person, providing technical guidance and product support.
• Troubleshoot refrigeration system faults remotely, identifying issues and recommending appropriate solutions.
• Carry out field service activities, including refrigeration system start-ups, tuning, maintenance and repairs.
• Investigate customer complaints and warranty claims, assessing equipment issues and determining suitable resolutions.
• Review defective components and coordinate replacement parts, returns and warranty adjustments.
• Maintain accurate records of customer interactions, service requests, complaints and corrective actions.
• Collaborate with service, production and quality teams to resolve technical issues and improve customer satisfaction.
• Identify opportunities to improve product reliability, service processes and overall customer experience.
• Visit customer sites when required to provide technical assistance and support equipment performance.

This role will suit you if you…

• Have at least one year of experience working with HVAC or refrigeration systems, ideally in a technical service or support environment.
• Hold an associate degree in a relevant technical discipline or have equivalent practical experience.
• Have experience troubleshooting refrigeration systems and identifying mechanical or operational faults.
• Are comfortable carrying out hands-on technical work, including equipment start-ups, maintenance and field service activities.
• Enjoy working directly with customers and can explain technical issues clearly and professionally.
• Have strong problem-solving skills and can investigate equipment faults to identify practical solutions.
• Are confident using Microsoft Office and basic computer systems to manage service records and customer enquiries.
• Can manage multiple tasks, prioritise customer needs and maintain accurate documentation.
• Hold a valid driver’s licence and are willing to travel to customer sites when required.
• Have EPA certification, which would be advantageous.
• Work collaboratively with colleagues across service, production and quality teams and take a proactive approach to customer support.

Think this could be your next role?
Then we’d love to hear from you! If you’re interested in applying or would like to see the full job description for this role, please get in touch with Alex on alex.baker@fmctalent.com


The fine print
Reference number: 23336
Temporary or Permanent: Permanent
FMC contact for this role: Alex Baker