Position SummaryThe Product Support Specialist III provides technical support for commercial and residential customers and contractors. The role will be primarily remote but may need to engage in fieldwork at times, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.Schedule: Monday to Friday, 8 am to 4:30 pm. However, a 6:00 AM start may be needed at times. May occasionally require weekends and holidays.Work Arrangement: HybridReporting to: Manager, Customer ExperienceResponsibilitiesProvide verbal and written technical assistance to customers with service, installation, repair and general product questions.Identify problems, troubleshoot errors, and explain and initiate the repairs process, remotely.Support customers in the interpretation of warranty information.Arrange for malfunctioning or defective items to be returned for repair or replacement.Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.Drafting process documents and troubleshooting guides.Ensure full resolution and conclusion of tickets.Performs other duties as assigned.