Heat Pump Infield Specialist

Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically. At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings. By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

This New York City based role (with travel to Boston and surrounding areas as needed).

The estimated salary range for this role is $72,800 - $79,325 per year + equity. Individual salaries vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.

Responsibilities

• Provide exceptional customer experience: Interact with customers to deliver outstanding support by addressing inquiries, troubleshooting technical issues, and resolving problems in a timely and efficient manner.  
• Specialize in hardware and software support: Develop a deep understanding of heat pump systems, wireless, hardware components, controls and related technologies to effectively assist customers with their specific needs and requirements.
• Resolve technical issues: Troubleshoot and diagnose problems related to the Gradient systems, hardware installations, controls and functionality.  Provide step by step instructions and customer guidance to customers to resolve issues or escalate them to the appropriate engineering teams for further assistance.
• Adaptability: Ability to adapt quickly to changing technologies, processes, and customer needs. Willingness to continuously learn and upgrade skills.
• Account management: Assist customers with billing inquiries, warranty claims, part replacements, and other account-related tasks. 
• Collaborate with internal teams: Liaise with internal departments, including engineering, sales, and product management, to coordinate the resolution of complex customer issues and provide valuable feedback to improve products and services.
• Troubleshoot: Perform repairs and replacements. Capability to work with computers and WiFi connectivity. 
• Safety: Ensure site safety and compliance with codes and conduct quality control checks on jobs to ensure high-quality results.
• Product knowledge: Demonstrate in-depth knowledge of our product offerings, including the underlying technology, functionality, and compatibility, to effectively perform demonstrations for customers
• Training: Perform hands-on product installation, operation, and maintenance training for contractors and technicians

Desired Qualifications

• Experience with HVAC: 2+ years experience as an HVAC installer or technician.
• Experience in customer experience: Previous experience in a customer experience role, preferably in technical support: is highly desirable.
• Experience with supporting IoT products: Troubleshooting integration with residential and commercial WiFi networks and Mobile Apps.
• Excellent communication skills: Exceptional verbal and written communication skills with the ability to explain complex technical concepts to customers in a clear and concise manner.
• Problem-solving ability: Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions.
• Patience and empathy: Ability to remain calm, patient, and empathetic while dealing with frustrated or upset customers. Demonstrated ability to provide exceptional customer service under challenging circumstances.
• Time management: Excellent organizational and time management skills to handle multiple customer inquiries simultaneously and prioritize tasks effectively.
• Attention to detail: Meticulous attention to detail to accurately record customer interactions, document technical issues, and follow-up on resolutions.
• Adaptability: Ability to adapt quickly to changing technologies, processes, and customer needs. Willingness to continuously learn and upgrade skills.

Bonus Qualifications

• Familiarity with IoT integration: Knowledge of integrating HVAC systems with home networks or building management systems would be an added advantage. Understanding how HVAC devices interact with connected ecosystems can enable you to address customer queries related to IoT integrations effectively.
• Strong problem-solving and troubleshooting abilities: Demonstrated experience in effectively resolving complex technical issues, using logical reasoning and troubleshooting methodologies, would be a significant bonus. 
• Experience with hardware troubleshooting: Familiarity with hardware troubleshooting techniques and tools, such as multimeters and diagnostic software, would be beneficial. Proficiency in identifying hardware-related issues and providing accurate guidance to customers can greatly enhance the customer service experience.