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 EnvironmentOffice/Admin
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
Pay Range: $80,000 - $95,000 per hour
