Heating Technical Support Coordinator

Position Summary

Rural Energy is seeking a reliable and detail-oriented Heating Technical Support Coordinator to serve as the front-line support contact for heating equipment used throughout Alaska. This role provides phone and email support to dealers, customers, and internal staff by referencing manuals, technical bulletins, and established procedures.

This is not an IT or computer support position and does not require advanced technical diagnostics. Success in this role depends on strong communication, consistency, and the ability to follow documented processes.

Primary Responsibilities

• Serve as the primary contact for incoming heating service and technical support calls
• Monitor and respond to service-related email inquiries
• Reference product manuals, bulletins, and internal documentation to assist customers and dealers
• Manage warranty claim intake, documentation, and processing
• Escalate complex technical issues to appropriate personnel when needed
• Track and document recurring service issues and trends
• Assist with the creation and maintenance of technical bulletins and service documentation
• Support sales order processing as needed
• Maintain accurate records and submit required weekly reports

Secondary Responsibilities

• Assist warehouse staff with shipping and receiving as needed
• Support sales staff during peak periods
• Perform light product handling or basic maintenance tasks as directed

Required Skills & Qualifications

• High school diploma or GED preferred
• Strong customer service and phone communication skills
• Ability to read, understand, and apply technical manuals and written instructions
• Comfort working with mechanical or equipment-based products
• Strong attention to detail and documentation accuracy
• Ability to multi-task in a fast-paced environment
• Working knowledge of basic computer systems (email, data entry, spreadsheets)
• Reliable attendance and adherence to call-in procedures
• Professional demeanor and strong work ethic

Preferred (Not Required)

• Experience with heating, mechanical, appliance, or equipment support
• Experience in warranty processing, parts, or service coordination
• Familiarity with oil or gas heating systems

Important Notes

• This role supports heating and mechanical equipment — it is not an IT or software support role
• Reliability and consistent attendance are essential
• Training on specific product lines will be provided

Job Type: Full-time

Pay: $ $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person