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Lead Customer Engineer & Trainer - HVAC Systems

New York City, NY

Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically. At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings. By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

We are hiring a Lead Customer Engineer & Trainer to work directly with our customers based in NYC and the Northeast. This is a unique role that gets to interface with our customers, learning from them and solving their needs as a technician, trainer and engineer. This role will partner with our customer experience, engineering and product teams, providing opportunities to learn and share feedback as well as helping to shape our product and service model.

This New York City based role (with travel to North Eastern states and surrounding areas as needed - approximately 25%). 

The estimated salary range for this role is $77,000-$95,000 per year + equity. Individual salaries vary on a number of factors including but not limited to geography, skills, education, experience and unique qualifications where applicable.

Responsibilities:

  • Provide exceptional customer support by addressing inquiries, troubleshooting technical issues, and resolving problems efficiently both onsite and remotely. Develop expertise in heat pump systems, wireless technologies, hardware, and controls to assist customers with their specific needs.
  • Troubleshoot and diagnose issues related to Gradient systems, hardware installations, controls, and functionality. Provide step-by-step guidance to customers and escalate complex problems to engineering teams.
  • Adapt quickly to changing technologies, processes, and customer requirements. Continuously learn and upgrade skills.
  • Assist customers with billing, warranty claims, part replacements, and other account-related tasks. Collaborate with internal teams to coordinate issue resolution and provide feedback to improve products and services.
  • Perform repairs, replacements, and quality control checks. Demonstrate in-depth knowledge of product offerings, including technology, functionality, and compatibility. Conduct hands-on training for contractors and technicians.
  • Ability and desire to grow and help shape the Field Service function.

Requirements:

  • 5+ years of hands on experience in a technical support role
  • Previous experience in a customer facing role is preferred
  • Exceptional verbal and written skills to explain complex technical concepts to customers with empathy and clarity.
  • Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions.
  • Excellent organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively.
  • Ability to adapt quickly to changing technologies, processes, and customer needs. Willingness to continuously learn and upgrade skills.
  • Bonus Qualifications: Familiarity with IoT integration, strong problem-solving and troubleshooting abilities, experience with hardware troubleshooting.

Benefits 

  • Equity
  • Medical/vision/dental/life/disability insurance
  • 401k
  • Paid parental leave
  • Professional Development Stipend
  • Flexible  PTO 

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.

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