Tech Support Specialist Trainee

About the role

The Technical Support Specialist participates in structured training to develop the technical knowledge, diagnostic skills, product understanding, and customer support capabilities required to perform Technical Support Specialist responsibilities. This role is ideal for HVAC new grads or those new to the industry looking to grow an exciting and rewarding career in HVAC Technical Services.

Position responsibilities may include

• Participate in structured technical training for one or more product lines
• Learn to support installation, startup, controls, commissioning, and operational issue resolution under guidance
• Assist experienced Technical Support Specialists with troubleshooting and customer support activities
• Develop working knowledge of product documentation, service procedures, and technical support processes
• Shadow senior team members to understand customer interaction, issue documentation, and escalation practices
• Assist with basic technical documentation and knowledge article updates
• Support product launch and technical training activities in a learning capacity
• Identify recurring product or support questions and share observations with the team
• Perform other duties as assigned

Nature & scope

• Has basic skills in an analytical or scientific method or operational process
• Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision

Knowledge & skills

• Basic technical aptitude and willingness to learn
• Developing diagnostic and troubleshooting skills
• Ability to follow technical procedures and document information accurately
• Customer service orientation
• Collaboration and communication skills

Leadership competencies

• Learning Agility
• Receptiveness to Coaching
• Knowledge Sharing
• Accountability

Behavioral competencies

• Customer Focus
• Collaboration
• Attention to Detail
• Continuous Learning
• Reliability

Demonstrated behaviors

Actively learns from experienced team members, follows established procedures, asks appropriate questions, documents work accurately, and builds capability to perform Technical Support Specialist responsibilities.

Experience

• Entry-level role; prior related experience not required
• Technical, HVAC, customer service, or hands-on service exposure preferred

Preferred qualifications

• Technical school or equivalent experience required
• EPA certification preferred
• NATE preferred

Physical requirements / work environment

• Must be able to perform essential responsibilities with or without reasonable accommodations
• Required regularly to sit, talk, and listen
• Required to stand, walk, use hands to pick up, or feel and reach with arms
• Ability to read and analyze written information on a computer terminal
• Close vision and the ability to adjust focus are necessary
• Must be able to travel on business occasionally or work beyond normal work hours, as necessary
• Must be able to lift boxes and/or equipment of up to thirty pounds
• Working conditions – noise level in the work environment is usually quiet to moderate
• Requires hands-on work in field environments, including job sites, customer locations, training settings, and active installation or service environments

Reports To: Manager, Technical Support Center