What Drives SuccessA Day in the Life of a Field Support EngineerYour day often starts by reviewing open cases, field requests, or scheduled site visits. You may be coordinating with internal teams like Technical Support, Engineering, Sales, or Product Services to align priorities, clarify scope, or ensure the right parts, documentation, and information are in place before a trip ever begins.
Some days you're traveling to a customer site - a distribution center, food processing facility, or large commercial installation - to support start-ups, commissioning, or complex troubleshooting. On site, you are the calm, experienced presence. You listen first, assess the system holistically, and separate installation issues from equipment issues using sound refrigeration fundamentals. You may be working on single systems, rack systems, or newer technologies involving A1, A2L, or A3 refrigerants.
Other days are spent supporting the field remotely. That may mean walking a contractor through diagnostics, reviewing wiring photos or trend logs, or helping interpret control data to get a system back online - often under real-world pressure where downtime matters. You're trusted not just for your technical knowledge, but for your judgment and ability to explain complex issues clearly and professionally.
Documentation is part of the job - not paperwork for paperwork's sake, but clear, accurate reporting that helps the next person succeed. You capture findings, root causes, corrective actions, and recommendations in a way that adds value to the organization and improves future outcomes.
Throughout the day, you're balancing multiple requests, prioritizing based on impact, safety, and urgency. You communicate clearly, manage expectations, and represent Heatcraft with professionalism - whether you're speaking with a contractor on a noisy job site or collaborating with engineers back at the office.
By the end of the day, you've likely solved problems, prevented future ones, and helped customers move forward - sometimes visibly, sometimes behind the scenes. You may not always get the spotlight, but your work matters, and people know they can rely on you when it counts.
What We Are Looking ForRequired Qualifications- Strong working knowledge of commercial refrigeration systems, including single systems and rack systems used in food retail, industrial, and commercial applications.
- Hands-on experience with refrigerants, including A1, A2L, and A3, with a clear understanding of safety practices, handling, and regulatory requirements.
- EPA Section 608 Universal Certification, or the ability to obtain certification within 90 days of employment.
- Proven troubleshooting and analytical skills, with the ability to diagnose mechanical, electrical, and control-related issues in real-world field conditions.
- Ability to provide effective technical assistance in a fast-paced environment, often supporting multiple stakeholders simultaneously.
- Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to customers, contractors, and internal teams.
- Strong customer service mindset, representing Heatcraft professionally while building trust and confidence with customers.
- Ability to manage multiple priorities, balance travel and remote support, and adapt to changing field conditions.
- Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) for documentation, reporting, and presentations.
- Valid driver's license and a driving record acceptable under company policy.
- Ability to travel and fly commercially as required to support customer sites and projects.
Preferred / Nice-to-Have Qualifications- Familiarity with Wi-Fi and wireless communication fundamentals, particularly as they relate to modern refrigeration controls, monitoring systems, and remote connectivity.
- Experience with refrigeration control systems, sensors, and basic networking concepts (IP addressing, gateways, data logging, etc.).
- SAP experience or exposure to ERP systems used for service documentation, parts tracking, or case management.
- Comfort presenting technical information to customers, contractors, or internal teams in both formal and informal settings.
- Previous field service, start-up, commissioning, or technical support experience with OEM refrigeration equipment.
- Exposure to CO₂, advanced controls, or emerging refrigeration technologies is a plus, but not required.
What We're Really Looking For- A technically capable professional who takes quality seriously, values doing things the right way, and understands the impact field support has on customer success.
- Someone who is curious, coachable, collaborative, willing to learn, share knowledge, and grow with the organization.
- A strong Heatcraft ambassador who combines technical credibility with professionalism and respect in every customer interaction.
What We OfferCompensation: This is a salaried exempt role. The starting salary range for this role and market is between $94,000 - $123,900 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company's applicable plan. Employees in this role are not eligible for overtime.
Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: 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.
Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 10-11 paid holidays, and 3 floating holidays per year.
