Job Description:The HVAC Technical Support Lead is the senior technical authority and for support operations. This role is responsible for defining and leading the escalation framework, ensuring mission-critical systems remain operational, and directly influencing customer satisfaction, revenue protection, and brand reputation across the United States.
As the primary escalation point for complex field issues, the Technical Support Lead partners closely with engineering, manufacturing, quality, and service teams to resolve high-impact technical challenges. This position shapes support strategy, monitors and reports on performance metrics for the support organization, and ensures consistent knowledge transfer and training across field technicians and technical specialists.
The Technical Support Lead is accountable not only for resolving immediate technical issues but also for driving continuous improvement initiatives that enhance system reliability, reduce warranty exposure, and optimize lifecycle serviceability. This role requires deep HVAC mechanical and electrical expertise, strong leadership, and the ability to operate effectively under high-pressure, time-sensitive conditions.
Lead Technical Support Primary Focus: Team leadership and strategic technical direction.
- Provide technical leadership across the entire support organization.
- Define escalation architecture, performance standards, and resolution metrics.
- Monitor, report and enforce KPIs tied to uptime, warranty reduction, and case resolution efficiency.
- Advise leadership on systemic risk exposure and mitigation strategies.
- Drive continuous improvement initiatives across engineering, service, and manufacturing.
- Lead post-mortem analysis for high-visibility system failures.
- Oversee training strategy for technical support teams.
- Coordinate with internal and external Engineering to drive Quality and Manufacturing communication to resolve systemic field issues.
Impact Level:High-level influence on profitability, customer retention, and national field performance standards.
Core Responsibilities - Protects system uptime in mission-critical environments.
- Mitigates financial exposure and warranty risk.
- Safeguards customer relationships and brand equity.
- Interprets wiring diagrams, sequence of operation, and mechanical schematics with precision.
- Guides technicians toward safe, code-compliant, and performance-driven solutions.
- Communicate with authority during high-pressure field events.
- Documents technical findings to improve organizational learning.
- Travels as required to resolve high-impact cases or support national initiatives.
Required Skills & Competencies- Advanced diagnostic expertise in commercial HVAC mechanical and electrical systems.
- Strong working knowledge of refrigeration circuits, airflow dynamics, safety controls, and system integration.
- High-level proficiency interpreting complex wiring diagrams and control schematics.
- Deep understanding of commercial HVAC controls platforms and safety standards.
- Ability to analyze systemic patterns and perform root cause analysis.
- Clear, confident technical communication during live service events.
- Strong professional judgment and customer-facing composure.
- Capacity to manage multiple escalations under time-sensitive conditions.
- Business awareness of warranty exposure, uptime risk, and customer retention impact.
Disclaimer:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
