The Technical Support Specialist II serves as a key escalation resource for complex service parts and product-related technical issues that cannot be resolved through standard documentation or front-line support. This role supports customer service, distribution, and commercial teams by investigating ambiguous or incomplete information, identifying root causes, validating part applicability, and facilitating resolution of field issues. The position regularly interfaces with suppliers, product engineering, manufacturing, and internal systems to ensure accurate technical solutions and continuous improvement of service parts data and documentation.
Key ResponsibilitiesTechnical Support & Escalation ManagementServe as a Level II technical escalation point for parts-related and product support issues.
Analyze customer cases involving part identification, applicability, configuration, and product failures.
Investigate and resolve complex issues where information may be incomplete, conflicting, or difficult to interpret.
Support the timely resolution of high-impact and time-sensitive customer escalations.
Provide expert technical guidance to customer-facing teams and stakeholders.
Root Cause Investigation & TroubleshootingDiagnose technical issues using Bills of Material (BOMs), as-built configurations, engineering drawings, and system tools.
Identify discrepancies between design intent, catalog data, and field-installed product configurations.
Determine root causes of part-related issues, including incorrect BOM structures, missing data, documentation gaps, or configuration errors.
Develop and communicate clear, actionable recommendations for issue resolution.
Support troubleshooting efforts related to installation, usage, upgrades, and service-related concerns.
Supplier & Engineering CoordinationCollaborate with suppliers to validate part details, functionality, specifications, and potential failure modes.
Partner with Product Engineering and Manufacturing teams to resolve design, configuration, and technical support questions.
Evaluate and identify alternate parts, substitutions, and workarounds when standard documentation does not provide sufficient guidance.
Escalate systemic issues affecting multiple products, customers, or business processes.
Coordinate cross-functional efforts to drive resolution of complex technical concerns.
Data Quality & Continuous ImprovementIdentify and document errors, inconsistencies, or gaps within service BOMs, parts catalogs (PIC/PIM), and supporting documentation.
Communicate required corrections and improvement opportunities to catalog management and engineering teams.
Support ongoing data accuracy initiatives and service parts catalog maintenance activities.
Analyze trends and recurring issues to recommend preventive actions and process improvements.
Gather, summarize, and present technical findings and performance data to management and stakeholders.
Team Support & Knowledge SharingDevelop and maintain advanced technical expertise in commercial HVAC products and service offerings.
Provide guidance and support to less experienced team members.
Assist in customer training and technical education activities as needed.
Recommend enhancements to processes, systems, and documentation to improve support effectiveness.
Minimum QualificationsAssociate Degree (AA/AS) and a minimum of 5 years of experience in HVAC, technical support, engineering support, product support, customer support, or service operations; OR
Bachelor's Degree (BA/BS) in Engineering, HVAC Technology, Mechanical Engineering, Industrial Technology, Manufacturing Engineering, or a similar technical discipline, and a minimum of 2 years of experience in HVAC, engineering, product support, or technical support.
Preferred QualificationsStrong working knowledge of commercial HVAC systems and configurable products.
Experience troubleshooting service parts, BOM structures, product configurations, and field issues.
Proficiency with enterprise systems such as SAP, Windchill, PIC, PIM, or similar platforms.
Ability to interpret engineering drawings, product documentation, BOMs, and as-built configurations.
Strong analytical, investigative, and root-cause analysis capabilities.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
Proven ability to collaborate effectively across suppliers, engineering, manufacturing, and commercial organizations.
High attention to detail and commitment to accuracy.
Experience supporting customer escalations in a technical support, service, or call center environment.
Pay Range
The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.
Other Compensation
Thisposition may be entitled to short-term cash incentives, subject to plan requirements.
Benefits
Employees are eligible for benefits, including:
Health Care Benefits: Medical, Dental, Vision; Wellness incentives
Retirement Benefits
Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
Disability: Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
Tuition Assistance
To learn more about our benefits offering, please click here . The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.
