Service Desk Agent

AboveAir Technologies – Frederick, MD

Company Overview

AboveAir Technologies, based in Frederick, Maryland, has been a leading provider of innovative indoor HVAC product solutions since 2003. With a state-of-the-art 90,000 sq. ft. manufacturing facility, AboveAir designs and deploys high-quality HVAC equipment tested and listed by Intertek (ETL), Inc. Our systems serve mission-critical environments nationwide, supporting a growing national network of sales representatives.

Position Overview

AboveAir is seeking a proactive and detail-oriented Service Desk Agent to support our national network of manufacturer representatives and regional sales managers. This role serves as a critical link between our internal teams and national sales partners, ensuring clear communication, accurate information flow, and a seamless customer experience throughout the full lifecycle of each service call.

Representative Support

• Handle inbound service calls, schedule service appointments, maintain the CRM database, and triage incoming service requests.
• Schedule service call troubleshooting with service technicians.
• Support national sales reps with quoting, pricing coordination, and product selection assistance.
• Assist with bid tracking, project follow-up, and pipeline visibility.
• Ensure timely responses aligned with customer deadlines.
• Provide freight and lead time support during bidding and order execution.
• Conduct follow-up to resolve issues and maintain strong relationships
• Maintain accurate documentation of customer interactions

Cross-Functional Collaboration & Resolution

• Coordinate internally to align on service call status and shipment timing

• Facilitate communication to support timely issue resolution

• Escalate concerns appropriately while maintaining ownership of the customer experience

Customer Relationship Ownership

• Act as a trusted resource for customers and sales representatives

• Maintain long-term relationships through proactive communication and accountability

• Advocate internally to support timely resolution of customer needs

Qualifications

• 2+ years of experience in customer service, call center environment, sales support in a manufacturing environment preferred
• HVAC experience or electro-mechanical manufacturing environment highly preferred.
• Experience supporting outside sales teams or manufacturer rep networks strongly preferred.
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail.
• Proficient in Microsoft Office and CRM systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Bilingual abilities a plus.

AboveAir Technologies, based in Frederick, Maryland, has been a leading provider of innovative indoor HVAC product solutions for commercial and industrial applications since 2003. With a state-of-the-art 90,000 sqft. manufacturing facility, AboveAir designs and deploys high-quality HVAC equipment tested and listed by Intertek (ETL), Inc. The company's commercial systems have been chosen by prominent clients across various industries.