Technical Support Consultant - HVAC industry

Key Responsibilities

Customer & Stakeholder Support (Phone-Based)

• Handle high‑volume inbound, outbound, and callback support calls in a professional and timely manner.
• Diagnose customer issues via phone and provide clear, step‑by‑step technical solutions.
• Build strong working relationships with customers, contractors, distributors, and internal stakeholders.
• Ensure a high level of customer satisfaction through responsive, accurate, and solution‑focused support.

Technical Troubleshooting & Product Support

• Provide expert‑level HVAC troubleshooting support, including refrigeration circuits, electrical controls, system components, and installations.
• Guide customers through diagnosis and repair procedures remotely using schematics, documentation, and system knowledge.
• Escalate complex or recurring technical issues to engineering or product teams as needed.
• Serve as a subject‑matter expert (SME) for HVAC systems and product applications.

Training & Knowledge Sharing

• Support internal teams, contractors, and customers through structured technical guidance and informal training.
• Assist in developing training content including guides, FAQs, troubleshooting documents, and knowledge base articles.
• Participate in workshops, webinars, or virtual training sessions as needed.
• Contribute to improving technical competency across the customer and support ecosystem.

Documentation & Case Management

• Accurately document all customer interactions, troubleshooting steps, and resolutions in the call tracking system.
• Maintain detailed case notes to ensure continuity of support and historical reference.
• Track recurring issues and trends to help identify product or process improvement opportunities.

Process Improvement & Collaboration

• Collaborate with engineering, quality, and product teams to provide feedback on field performance and recurring issues.
• Identify opportunities to improve support workflows, response times, and technical documentation.
• Participate in continuous improvement initiatives to enhance the overall support experience.

Additional Responsibilities

• Support special projects or cross‑functional initiatives as assigned.
• Adapt to evolving product lines, tools, and support processes.
• Perform other duties as required to support departmental goals.

Qualifications

Required

• Bachelor’s degree in Mechanical Engineering, HVAC Technology, or related field, or equivalent hands‑on experience.
• Strong HVAC technical background with experience in troubleshooting refrigeration systems, electrical controls, and mechanical components.
• Prior experience in technical support, field service, or installation role.
• Excellent verbal communication skills with the ability to explain technical concepts clearly over the phone.
• Strong problem‑solving skills and ability to work independently in a fast‑paced support environment.
• Proficiency with CRM or call‑tracking systems and technical documentation tools.

Preferred Qualifications

• EPA Certification and/or NATE Certification.
• Experience in a structured technical call center or support desk environment.
• Background in HVAC/R training, onboarding, or content development.
• Familiarity with digital knowledge bases or e‑learning platforms.
• Experience supporting OEM HVAC products or manufacturing environments.

Benefits

• Tuition reimbursement.
• Medical, dental, and vision insurance.
• Prescription drug coverage.
• 401(k) retirement plan.
• Short‑term disability insurance.
• 8 weeks paid birthing leave; 2 weeks paid bonding leave.
• Life and long‑term disability insurance.
• 12 days paid time off, 2 paid well‑being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

We are an equal opportunity employer and are committed to recruiting, developing, and retaining a diverse workforce.