We are seeking a knowledgeable and customer-focused HVAC Technical Support Specialist to provide expert guidance on heating, ventilation, and air conditioning systems. This role supports contractors, service technicians, sales teams, and customers by troubleshooting equipment, offering product guidance, and ensuring high levels of customer satisfaction.
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Provide technical support for commercial HVAC systems
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Troubleshoot system issues including electrical, mechanical, and controls-related problems
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Interpret wiring diagrams, schematics, and product manuals
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Assist customers with installation, commissioning, and startup procedures
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Diagnose and resolve product performance concerns in a timely manner
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Support field technicians with real-time problem-solving guidance
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Document support cases clearly in CRM or ticketing systems
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Escalate complex technical issues to engineering or product teams when necessary
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Conduct product training sessions (virtual or in-person) for contractors and internal teams
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Support warranty claims and provide technical validation when required
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Collaborate with sales and product management teams to communicate field feedback
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Stay current on industry standards, new technologies, and regulatory requirements
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Contribute to technical documentation, FAQs, and knowledge base articles
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5 + years of hands-on HVAC field experience (service, installation, or commissioning)
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Strong understanding of refrigeration cycles, airflow principles, and electrical diagnostics
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Experience with heat pumps, furnaces, air handlers, condensers, and rooftop units
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Ability to read wiring diagrams and troubleshoot control boards
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Knowledge of EPA refrigerant handling regulations
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Proficiency with Microsoft Office and CRM/ticketing systems
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Strong verbal and written communication skills
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Ability to explain technical information clearly to non-technical audiences
