Job Title: Customer Service Technician- National Accounts Department: 356 - NAP Service & Commissioning
Reports To: Field Service Manager
FLSA Status: Exempt
Location: RAE Corporation – Pryor, Oklahoma
Position Type: Full-Time | Monday–Friday

About Us: RAE Corporation is a leading provider of innovative HVAC solutions, dedicated to delivering unparalleled quality and customer satisfaction. Our company values a culture of continuous improvement, collaboration, and employee empowerment. We are committed to fostering a positive work environment where every team member feels valued, heard, and supported.

Role Overview: The Customer Service Technician- National Accounts is responsible for the on-site startup and service of our National Account products and services. This includes providing technical support via phone or email to assist customers in troubleshooting equipment in the field.

Note: Individuals must be at least 21 years old to be eligible for this position.

Key Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

1. Field Service & Technical Support

• Troubleshoot equipment by observing operation, using precision gauges and testing instruments.
• Diagnose and resolve technical issues via phone or email using schematics, testing documentation, and other available resources.
• Provide warranty data and guidelines to customers.
• Follow service department procedures for warranty claims, troubleshooting, and documentation.
• Maintain accurate records of repairs, replacements, and causes of malfunctions.
• Provide clear, accurate, and timely communication to customers regarding field issues.

2. Equipment Maintenance & Installation

• Test lines, components, and connections for leaks.
• Dismantle and repair malfunctioning systems using electrical, mechanical, and pneumatic testing equipment.
• Adjust or replace worn or defective mechanisms and parts, and reassemble systems.
• Read blueprints to determine the location, size, and type of components needed for refrigeration systems.
• Install wiring, expansion, and control valves, using tools such as acetylene torches and wrenches.
• Mount compressors, condensers, and other components using hand tools and welding equipment.
• Perform mechanical overhauls and refrigerant reclaiming.
• Fabricate and assemble structural components using hand tools, power tools, and welding equipment.
• Cut, bend, and connect pipes to functional components.
• Adjust valves and charge systems with the proper refrigerant type.
• Insulate system shells and cabinets as required.

3. Customer Service & Communication

• Travel to job sites, assess conditions, and provide recommendations for corrective actions.
• Resolve product or service issues by identifying the root cause, determining solutions, and implementing corrective actions.
• Communicate with customers, contractors, engineering, and service teams to resolve field issues effectively.
• Provide service and start-up information by answering questions critical to equipment performance.

4. Compliance & Safety

• Maintain a safe and clean working environment by following procedures, rules, and regulations.
• Attend work as outlined in the Employee Handbook or as specified by the supervisor.
• Complete additional tasks as directed by the supervisor.
• Comply with government regulations, company policies, and procedures.

Desired Qualifications

Education & Experience

• Associate’s Degree (two-year college or technical school) or equivalent job experience.
• Minimum three years of experience in a related field.

Skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, etc.).
• Self-motivated with strong multitasking abilities.
• Effective oral and written communication skills.
• Ability to read a tape measure down to 1/16 of an inch.

Certificates, Licenses, or Training

• Must be at least 21 years old.
• Valid driver’s license (required).
• EPA Certification (preferred).
• Mechanical Journeyman or NATE Certification (preferred).

Interaction with