Job Summary 

The Technical Support Specialist provides pre- and post-sale technical support, as well as training for customers and employees. This role collaborates cross-functionally with sales and support teams and delivers product and staff training as needed. 

Job Duties & Responsibilities 

• Provides prompt, courteous, and effective customer service across all communication channels. 

• Maintains professionalism and composure in all customer interactions, including high-pressure situations. 

• Builds strong relationships with customers and vendors while upholding ethical standards. 

• Collaborates cross-functionally to resolve issues efficiently and positively. 

• Designs and delivers employee and product training in collaboration with management. 

• Develops training agendas, materials, and assessments to support learning objectives. 

• Delivers technical support to dealers by phone and on-site. 

• Shares service bulletins and addresses product performance issues. 

• Manages local warranty claims, corrective actions, and concessions. 

• Responds professionally to consumer inquiries and complaints. 

• Resolves dealer and consumer issues, including on-site visits and technical support. 

• Coordinates recalls, product rework, and manages technical communications. 

• Maintains technical documentation and supports training programs. 

• Prepares call reports, advises on parts stocking, and attends vendor trainings. 

• Handles incoming calls with professionalism and efficiency. 

• Designated Safety Sensitive Position requiring consistent alertness and adherence to safety protocols. 

• Travels as needed to support job responsibilities. 

• Maintains proficiency in internal and vendor computer systems for job-related tasks (e.g., data entry, messaging, call logging, queue updates). 

• Performs other duties as assigned to meet evolving organizational needs. 

Qualifications 

• High School diploma or GED equivalent. 

• Minimum of 2 years’ experience in HVAC or related functions. 

• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook. 

• Strong aptitude for mathematical operations and numerical analysis. 

• Skilled in the use of office equipment such as computers, photocopiers, scanners, phone systems, and virtual meeting platforms. 

Preferred Qualifications 

• 2-year degree or certificate in HVAC or a related field. 

• 5+ years of hands-on experience in HVAC systems and related functions. 

Physical Demands & Work Environment 

This position may require up to 40+ hours per week and includes routine physical and office-based activities: 

• Regular bending, lifting, and carrying of items up to 10 lbs. 

• Continuous use of fingers, hands, and arms for office and computer-related tasks. 

• Extended sitting periods, up to 8 hours daily. 

• Intermittent standing and walking throughout the workday. 

• Frequent verbal and auditory communication, both in person and by phone (up to 6 hours daily). 

• Daily use of office equipment such as computers, phones, and scanners (up to 8 hours). 

What We Offer: 

We prioritize your well-being from day one with a comprehensive benefits package that includes: 

• Medical, dental, vision, and prescription coverage effective immediately 

• 401(k) plan with company contributions 

• Life insurance and short- and long-term disability coverage 

• HSA/FSA options and an Employee Assistance Program (EAP) 

• Paid time off, including vacation, holidays, and personal days 

• Weekly pay, employee discounts, and more 

Equal Employment Opportunity & Pre-Employment Requirements 

We are an equal opportunity employer and make employment decisions without regard to sex, age, race, religion, national origin, citizenship status, sexual orientation, gender identity, disability, or military service history. To request reasonable accommodation, contact [email protected] 

All candidates who receive a written offer of employment must successfully complete a background check and drug screening in accordance with our company policy. For roles involving driving a company vehicle, a Motor Vehicle Record (MVR) check will also be conducted to determine insurability. This employer participates in E-Verify and will use Form I-9 information to confirm employment authorization with the federal government.