HVAC Lead Technical Support Specialist

Primary Focus

Lead Technical Support
Team leadership and strategic technical direction.
Provide technical leadership across the entire support organization.
Define escalation architecture, performance standards, and resolution metrics.
Monitor, report and enforce KPIs tied to uptime, warranty reduction, and case resolution efficiency.
Advise leadership on systemic risk exposure and mitigation strategies.
Drive continuous improvement initiatives across engineering, service, and manufacturing.
Lead post-mortem analysis for high-visibility system failures.
Oversee training strategy for technical support teams.
Coordinate with internal and external Engineering to drive Quality and Manufacturing communication to resolve systemic field issues.

Core Responsibilities

• Protects system uptime in mission-critical environments.
• Mitigates financial exposure and warranty risk.
• Safeguards customer relationships and brand equity.
• Interprets wiring diagrams, sequence of operation, and mechanical schematics with precision.
• Guides technicians toward safe, code-compliant, and performance-driven solutions.
• Communicate with authority during high-pressure field events.
• Documents technical findings to improve organizational learning.
• Travels as required to resolve high-impact cases or support national initiatives.

Required Skills & Competencies

• Advanced diagnostic expertise in commercial HVAC mechanical and electrical systems.
• Strong working knowledge of refrigeration circuits, airflow dynamics, safety controls, and system integration.
• High-level proficiency interpreting complex wiring diagrams and control schematics.
• Deep understanding of commercial HVAC controls platforms and safety standards.
• Ability to analyze systemic patterns and perform root cause analysis.
• Clear, confident technical communication during live service events.
• Strong professional judgment and customer-facing composure.
• Capacity to manage multiple escalations under time-sensitive conditions.
• Business awareness of warranty exposure, uptime risk, and customer retention impact.