The OpenTherm Technical Support Specialist, will be the first point of contact for OpenTherm members seeking technical assistance for our range of products and services. Your role will involve resolving technical issues, providing product support, and ensuring that our members can use our systems to their full potential. You will play a pivotal role in maintaining the satisfaction, loyalty, and success of our OpenTherm members.

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We’re hiring: OpenTherm Technical Support Specialist
Department: Member Services / Technical Committee (TC)
Reports To: TC Chairman

Job Summary:
The OpenTherm Technical Support Specialist, will be the first point of contact for OpenTherm members seeking technical assistance for our range of products and services. Your role will involve resolving technical issues, providing product support, and ensuring that our members can use our systems to their full potential. You will play a pivotal role in maintaining the satisfaction, loyalty, and success of our OpenTherm members.

Key Responsibilities:
Provide technical support to OpenTherm members via phone, email, or other communication channels.
Troubleshoot technical issues related to OpenTherm products, including heating appliances, heat pumps, cooling interfaces, and ventilation systems.
Guide members through detailed, step-by-step solutions or conduct remote sessions to resolve issues.
Document technical inquiries, analyse incident patterns, and report potential product issues to the development team.
Maintain up-to-date knowledge of OpenTherm products and protocols, including new features and updates.
Educate members on product features, installation processes, and maintenance procedures.
Collaborate with the engineering and product management teams to improve OpenTherm product offerings based on member feedback.
Develop and update technical documentation, manuals, and support guides.
Conduct webinars or live training sessions for OpenTherm members on system functionalities and troubleshooting techniques.
Assist in the development of technical support policies and procedures to enhance the support process.
Ensure all member interactions are logged and track resolution progress in the customer relationship management (CRM) system.

Required Skills and Qualifications:
Bachelor’s degree in Engineering, Information Technology, or a related field.
Minimum of 2 years of experience in technical support or customer service for HVAC systems, ideally with a focus on heating controls or related technologies.
Strong understanding of HVAC systems, heat pumps, and digital communication protocols.
Excellent problem-solving skills and the ability to diagnose and resolve technical problems.
Proficient in using CRM software and support tools.
Outstanding communication skills, both verbal and written, with fluency in English.
Ability to explain technical concepts in simple terms to non-technical individuals.
Strong organizational and multitasking skills.
A customer-oriented attitude with a passion for delivering exceptional service.

Preferred Skills and Qualifications:
Experience with OpenTherm products or similar HVAC communication protocols.
Additional languages are an advantage due to the international nature of our membership.
Technical certifications in HVAC technology or network systems.

Working Conditions:
Primarily in an office environment, with the option for remote work as determined by company policy.
May require occasional travel for on-site member support, training, or industry events.

We Offer:
A dynamic and international work environment with passionate professionals.
Flexible working hours (8 – 36hrs) and remote work opportunities to help you balance your work and personal life.

Applications:
You can send your application to: hr@opentherm.eu
stating vacancy technical support specialist