Technical Support Representative

About the role

In this role, you'll provide responsive, technically sound, and customer-focused support to internal and external partners across the US, directly contributing to customer satisfaction, product innovation, and knowledge sharing across the RSEC network.

Key Accountabilities

• Technical Support & Application Engineering
  • Provide pre-sale technical support and product assistance for Armstrong's HVAC and hydronic systems to internal sales and external customers throughout the US.
  • Take ownership of technical issues, ensuring resolution with a high degree of responsibility and professionalism.
  • Collaborate across departments (e.g., Sales Engineering, Product Management, R&D) to develop and propose optimal solution offerings for customers such as sales agencies, consulting engineers, and contractors.
  • Capture solutions and technical decisions in internal systems for traceability and knowledge sharing.
  • Participate in or lead technical project teams related to strategic initiatives and product development as requested by the management team.
  • Assist in developing and maintaining departmental policies, procedures, and support documentation.
• Customer Engagement & Feedback Integration
  • Build strong relationships with sales teams and customers by delivering consistent and responsive technical support.
  • Analyze customer feedback and field experience to recommend improvements to Armstrong's product offerings.
  • Maintain up-to-date records on customer interactions, competitor insights, and product issues to support continuous improvement and product positioning.
  • Support company marketing and product initiatives by sharing relevant technical and customer insights.
  • Provide occasional internal product training sessions and contribute to the development of technical tools and resources.
• Cross-Functional Collaboration & Contribution
  • Participate in RSEC team discussions and alignment meetings across the Americas.
  • Support special technical projects as assigned by management.
  • Maintain a proactive mindset, striving for increased business agility, faster response times, and enhanced service quality.
  • Collaborate on the creation and refinement of internal technical materials, FAQs, and best-practice guides.

Qualifications

• Education and Experience
  • College diploma or university degree in Mechanical Engineering, HVAC Technology, Electrical Engineering, or a related technical field.
  • 2-3 years of experience in technical support, HVAC, hydronic systems, or mechanical building systems.
  • Familiarity with centrifugal pumps, heat exchangers, and general HVAC applications.
  • Knowledge of building automation systems and communication protocols (e.g., BACnet, Modbus) is considered a strong asset.
• Technical Skills
  • Proficient in Microsoft Office Suite and technical documentation tools.
  • Strong troubleshooting and root cause analysis capability.
  • Working knowledge of HVAC application engineering (HVAC Hydronic Systems) and design principles.
• Soft Skills
  • Excellent analytical and problem-solving skills with the ability to break down complex technical issues.
  • Effective communication and interpersonal skills, with a strong customer service orientation.
  • Self-motivated, organized, and capable of managing multiple tasks in a dynamic, collaborative, in-person environment.

Why Armstrong Fluid Technology?

By joining us, you'll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You'll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow's solutions today. The RSEC Team represents a vital component of Armstrong's global technical and sales support structure. As part of this team in Canada, you'll contribute directly to customer success, product excellence, and market leadership—while gaining exposure to cross-functional innovation and real-world technical challenges. This role offers an opportunity to grow your expertise and influence product performance at a meaningful scale.