HVAC Technical Support Rep

Salary: $78,000 - 118,000 per year Requirements:

• We require a high school diploma or GED.
• We are looking for at least 2 years of experience in technical support, HVAC troubleshooting, field service, or a similar technical position.
• We need strong troubleshooting and analytical problem-solving skills.
• We require excellent verbal and written communication abilities.
• You should be able to explain technical information clearly to customers with different levels of HVAC knowledge.
• We expect strong documentation and case management capability.
• You must be able to handle escalated or difficult customer situations professionally.
• Strong attention to detail and organizational skills are essential.
• You should be able to work well independently and as part of a cross-functional team.
• A preferred qualification is an associate degree in HVAC, mechanical technology, or a related technical field.
• HVAC technical certification or another relevant industry certification is preferred.
• Previous HVAC installation, service, or troubleshooting experience is preferred.
• Previous experience managing escalated technical support cases is preferred.
• Familiarity with HVAC equipment, components, installation requirements, and diagnostic methods is preferred.
• Day shift availability is required.
• Ability to commute to Hickory, KY 42051 is required.
• In-person work is required.

• We manage and resolve escalated technical support cases related to HVAC products and systems.
• We troubleshoot installation, operation, and product performance issues.
• We provide advanced diagnostic support and recommend suitable corrective actions.
• We give clear technical guidance to customers, dealers, technicians, and internal service teams.
• We document troubleshooting steps, findings, communications, and resolutions accurately and thoroughly.
• We coordinate with Warranty and HVAC technician teams when additional service or product support is needed.
• We maintain and improve technical knowledge bases, troubleshooting guides, and other support documentation.
• We identify recurring product or service issues and escalate trends to the appropriate teams.
• We assist with training, onboarding, and knowledge sharing for Customer Service and Technical Support team members.
• We support technical readiness for new product launches, including troubleshooting resources and internal knowledge transfer.
• We meet service-level expectations for response times, case handling, and issue resolution.
• We assist with service recovery efforts to resolve challenging customer situations and improve satisfaction.
• We collaborate across departments to ensure customers receive accurate, consistent, and timely support.

• Support

More:

We are Ingrams Water & Air Equipment (IWAE), a leading e-commerce provider of HVAC products and solutions. Our team combines industry expertise with innovative technology to help customers find the right heating and cooling solutions while delivering exceptional service, reliable products, and knowledgeable technical support. This is a full-time, non-exempt, hourly Technical Support Specialist role based in Hickory, KY 42051, working onsite during the day shift. We offer a comprehensive benefits package that includes 401(k), 401(k) matching, health, dental, vision, and life insurance, paid time off, and an employee discount. We also provide an office and call-center technical support environment with opportunities to collaborate across Customer Service, Warranty, Sales, HVAC technicians, and Product teams.

last updated 40 week of 2026