Lead Technical Support Specialist

Primary Duties

• Serve as the lead technical resource for escalated customer, service, warranty, and field support issues.
• Provide day-to-day guidance, coaching, and technical assistance to Technical Support Specialists and other service personnel.
• Aid management in coordinating workload distribution and prioritizing technical support activities.
• Lead investigations of complex equipment failures, recurring field issues, and critical customer concerns.
• Analyze warranty trends, service reports, field performance metrics, and customer feedback to identify opportunities for product and process improvements.
• Collaborate with Engineering, Manufacturing, Quality, Product Management, Sales, and Service teams to develop and implement corrective actions.
• Review and approve complex warranty claims, repair authorizations, replacement recommendations, and service requests within established guidelines.
• Support field service personnel, contractors, customers, and sales representatives with advanced troubleshooting and technical consultation.
• Assist with major customer accounts and high-priority projects requiring elevated technical support.
• Conduct field visits for equipment inspections, startup support, commissioning activities, root cause investigations, and customer issue resolution.
• Develop and maintain technical support resources including troubleshooting procedures, service bulletins, knowledge base articles, and training materials.
• Maintain performance metrics and identify opportunities to improve responsiveness, service quality, and customer satisfaction.
• Facilitate communication between technical support personnel and other departments to ensure timely resolution of customer issues.
• Support product launches, engineering changes, and service readiness initiatives.

Job Requirements

• Requires a high school diploma or equivalent.
• Requires 8+ years of experience in HVAC, refrigeration, controls, field service, technical support, commissioning, warranty administration, or a related technical environment.
• Any combination of education and experience which would provide an equivalent background.
• Associate degree in Applied Science, Engineering Technology, HVAC Technology, Electronics, Mechanical Technology, or a related technical field preferred.
• Industry-recognized HVAC, controls, refrigeration, or technical certifications preferred.
• Prior experience serving as a technical mentor, project lead, or subject matter expert preferred.
• Expert knowledge of HVAC equipment, refrigeration systems, controls, electrical systems, and mechanical systems.
• Advanced troubleshooting and root cause analysis capabilities.
• Strong understanding of field service operations, warranty administration, startup procedures, and commissioning processes.
• Ability to lead technical investigations and coordinate cross-functional problem-solving efforts.
• Ability to read and interpret engineering drawings, specifications, control logic, wiring diagrams, and technical manuals.
• Strong leadership, coaching, and mentoring skills.
• Excellent customer service, communication, and relationship management abilities.
• Strong organizational and project coordination capabilities.
• Ability to influence teams and drive resolution without direct authority.
• Proficiency with service management systems, ERP platforms, reporting tools, and standard business software applications.