HVAC Technical Specialist (Remote)

About the role

The HVAC Technical Specialist serves as a frontline technical expert supporting contractors, distributors, field technicians, representatives, and internal teams across RectorSeal's HVAC, plumbing, electrical, load management, and related product portfolios. This role is responsible for delivering high-quality technical support, troubleshooting complex application issues, enabling customer success, and providing actionable field intelligence that drives product improvement, operational excellence, and business growth.

Responsibilities

• Provide technical support for HVAC, plumbing, electrical, load management, and related products through phone, email, chat, SMS, video conferencing, CRM platforms, AI-assisted support tools, and other approved customer support channels
• Diagnose product, installation, application, commissioning, and performance issues while delivering timely and accurate solutions
• Support contractors, distributors, service technicians, engineers, facility managers, and end users with system-level troubleshooting and application guidance
• Evaluate field conditions, installation methods, equipment compatibility, and operational requirements to identify root causes and provide effective resolutions
• Escalate complex issues through established processes while maintaining ownership of communication and follow-through until resolution
• Deliver a professional, responsive, and customer-focused support experience that strengthens confidence in RectorSeal products and brands
• Manage technical inquiries, complaints, warranty-related concerns, and product performance issues while ensuring appropriate documentation and communication
• Support high-impact customer situations with urgency and professionalism while protecting customer relationships and business outcomes
• Maintain expert-level knowledge of HVAC systems, controls, indoor air quality products, refrigeration applications, condensate management, load-shedding technologies, plumbing systems, electrical products, and emerging industry technologies
• Develop and deliver technical training for contractors, distributors, sales teams, customer service teams, and internal stakeholders
• Support product launches through training, technical documentation review, field readiness activities, and knowledge transfer programs
• Contribute to the development and maintenance of knowledge base articles, troubleshooting guides, technical bulletins, FAQs, digital learning content, and self-service support resources
• Partner with Sales and Product Management to support product adoption, application reviews, and technical selling activities
• Aid customers and channel partners in identifying appropriate product solutions based on application requirements and industry’s best practices
• Support trade shows, customer events, webinars, contractor training sessions, and field demonstrations as needed
• Help identify market trends, competitive challenges, and customer needs that may influence product strategy and business growth
• Accurately document customer interactions, troubleshooting activities, resolutions, product performance observations, and escalation details within CRM and business systems
• Monitor support trends and recurring technical issues utilizing CRM data, support analytics, and customer feedback
• Provide actionable field intelligence to Product Management, Engineering, Quality, Operations, and Technical Services leadership
• Participate in root cause investigations, corrective action efforts, and continuous improvement initiatives
• Support the ongoing development of scalable support processes, AI-enabled support systems, self-service tools, knowledge management resources, and technical service metrics

Qualifications

• High school diploma or equivalent required
• Minimum 5 years of HVAC industry experience with strong knowledge of installation, service, troubleshooting, commissioning, and field applications
• Demonstrated experience supporting contractors, distributors, technicians, or customers in technical support, field service, training, or applications roles
• Experience utilizing CRM platforms, knowledge management systems, remote support tools, and digital communication channels
• Proficiency with Microsoft Office applications and modern business technologies
• Reside in Continental US on a full-time basis

Preferred Qualifications

• Associate or bachelor’s degree in engineering, HVAC, Construction Management, or related technical discipline
• Licensed HVAC technician, contractor, or equivalent industry certification
• NATE, EPA, ICC, Master Electrician, Master Plumber, or other relevant industry certifications
• Experience with load management, energy management, controls, demand response, electrification, or building automation systems
• Knowledge of plumbing systems, electrical systems, construction practices, building systems integration, and code compliance requirements
• Experience creating and delivering technical training programs
• Experience utilizing AI-powered support tools, knowledge bases, and modern customer support platforms

Core Competencies

• Technical Excellence: Ability to diagnose complex issues, interpret technical information, and deliver practical solutions within real-world field conditions.
• Customer Focus: Commitment to delivering exceptional customer experience through responsiveness, professionalism, accountability, and technical expertise.
• Business Acumen: Understands how technical support influences customer retention, product adoption, field execution, operational efficiency, warranty costs, and overall business performance.
• Communication: Ability to communicate technical information clearly and effectively to contractors, distributors, customers, sales teams, and internal stakeholders. Strong verbal and written communication skills with the ability to communicate effectively with technical and non-technical audiences.
• Continuous Improvement: Uses support trends, customer feedback, product performance data, and field intelligence to drive process improvements, support efficiencies, and product enhancements.
• Adaptability: Comfortably operating in a fast-paced environment with evolving technologies, products, support channels, and customer expectations.
• Collaboration: Works effectively across Technical Services, Engineering, Product Management, Quality, Operations, Customer Service, Sales, and Marketing teams.

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life insurance
• Paid time off program with paid holidays
• Variety of wellness programs

About RectorSeal

RectorSeal, LLC, is a leading provider of quality solutions for the professional trades serving heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. Based in Houston, Texas, RectorSeal is a wholly owned subsidiary of CSW Industrials, Inc. [NYSE: CSW]. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com.

About CSW Industrials

CSW Industrials is a diversified industrial growth company with industry-leading operations in three segments: Contractor Solutions, Specialized Reliability Solutions, and Engineered Building Solutions. CSW provides niche, value-added products with two essential commonalities: performance and reliability. The primary end markets we serve with our well-known brands include HVAC/R, plumbing, electrical, general industrial, architecturally specified building products, energy, mining, and rail transportation. For more information about CSW Industrials, please visit www.CSWIndustrials.com.