Field Technical Support Rep

Key Responsibilities

• Manage multi-channel support cases from intake through resolution across phone, email, text, and digital platforms with timely follow-up and high satisfaction standards
• Diagnose and resolve complex HVAC issues while escalating critical problems appropriately and maintaining stakeholder communication
• Conduct on-site technical support including equipment startups, commissioning, troubleshooting, and installation practice evaluation to minimize downtime
• Deliver technical training to contractors, dealers, and internal teams in classroom and field settings, addressing knowledge gaps with targeted solutions
• Build contractor relationships as a trusted technical partner while identifying supplemental sales opportunities and promoting company tools and resources
• Support customer onboarding with product orientation and operational guidance emphasizing best practices in airflow, controls, and refrigerant management
• Maintain operational documentation in case management systems and stay current on HVAC technologies, controls, and regulatory requirements
• Drive business impact through regional service initiatives that improve quality, enhance contractor capability, and strengthen organizational partnerships

Qualifications

• Associate degree (AA/AS) in HVAC or related field preferred
• Minimum 5+ years of combined HVAC technical and customer support experience
• Strong troubleshooting background across residential and commercial applications
• Proven ability to communicate complex technical concepts clearly
• Comfortable working both independently and collaboratively
• Strong PC proficiency and ability to learn technical platforms quickly
• Willingness to travel regionally for job site visits and training events

Benefits

• Company Paid Volunteer Time Off
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program