HVAC After-Sales Support Specialist

2 days ago

Manila, National Capital Region, Philippines STAFF X Full time ₱600,000 - ₱800,000 per year
About the Role

We are looking for a proactive and customer-focused HVAC After-Sales Support Specialist to join our team and support one of our Australian clients. In this role, you will play a key part in delivering excellent after-sales service by helping customers troubleshoot issues, providing technical guidance, and maintaining strong relationships with our partners. Your expertise in HVAC systems will be essential in ensuring customer satisfaction and in strengthening our brand reputation.

Key Responsibilities
  • Handle customer complaints and inquiries logged via the internal system (Monday board) and resolve them through phone calls or video calls whenever possible.
  • Explain heat pump technology to end-users in clear, simple terms, ensuring they fully understand how their systems work.
  • Coordinate with the Technical Team to diagnose and resolve warranty-related concerns, including liaising via email and calls.
  • Assist technicians on-site via video calls, helping to troubleshoot and identify solutions when issues cannot be resolved immediately.
  • Respond to partner queries and customer concerns via WhatsApp and email, ensuring timely and accurate communication.
  • Provide after-sales training and support to partners' service teams, helping them improve their own customer care capabilities.
  • Communicate with the factory regarding technical issues, complaints, and warranty resolutions.
  • Build and maintain strong relationships with partners to resolve outstanding concerns, remove roadblocks, and support ongoing sales efforts.
Qualifications
  • Background or education in HVAC, Mechanical Engineering, or Energy Efficiency is highly preferred.
  • Previous experience in after-sales support, customer service, or technical support (ideally in the HVAC industry).
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
  • Problem-solving mindset with the ability to handle complaints and deliver effective solutions.
  • Comfortable using tools such as email, WhatsApp, and video conferencing to engage with customers, technicians, and partners.
  • Experience in liaising with international teams or clients is a plus.
Why Join Us?
  • Work with a growing Australian client in the HVAC industry.
  • Play a vital role in ensuring excellent customer experience and building strong long-term relationships with partners.
  • Be part of a collaborative and supportive environment that values both technical expertise and customer care.

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