Tech Support Specialist Trainee

Job Description

Job Description

The Technical Support Specialist participates in structured training to develop the technical knowledge, diagnostic skills, product understanding, and customer support capabilities required to perform Technical Support Specialist responsibilities. This role is ideal for HVAC new grads or those new to the industry looking to grow an exciting and rewarding career in HVAC Technical Services.

Position Responsibilities May Include:

Participate in structured technical training for one or more product lines

Learn to support installation, startup, controls, commissioning, and operational issue resolution under guidance

Assist experienced Technical Support Specialists with troubleshooting and customer support activities

Develop working knowledge of product documentation, service procedures, and technical support processes

Shadow senior team members to understand customer interaction, issue documentation, and escalation practices

Assist with basic technical documentation and knowledge article updates

Support product launch and technical training activities in a learning capacity

Identify recurring product or support questions and share observations with the team

Perform other duties as assigned

Nature & Scope:

Has basic skills in an analytical or scientific method or operational process

Works within clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines

Works with close supervision

Knowledge & Skills:

Basic technical aptitude and willingness to learn

Developing diagnostic and troubleshooting skills

Ability to follow technical procedures and document information accurately

Customer service orientation

Collaboration and communication skills

Leadership Competencies: Learning Agility; Receptiveness to Coaching; Knowledge Sharing; Accountability.

Behavioral Competencies: Customer Focus; Collaboration; Attention to Detail; Continuous Learning; Reliability.

Demonstrated Behaviors: Actively learns from experienced team members, follows established procedures, asks appropriate questions, documents work accurately, and builds capability to perform Technical Support Specialist responsibilities.

Experience:

Entry-level role; prior related experience not required

Technical, HVAC, customer service, or hands-on service exposure preferred

Preferred Qualifications:

Technical school or equivalent experience required.

EPA certification preferred

NATE preferred

People Management: No

Physical Requirements / Work Environment:

Must be able to perform essential responsibilities with or without reasonable accommodations

Required regularly to sit, talk, and listen.

Required to stand, walk, use hands to pick up, or feel and reach with arms.

Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.

Must be able to travel on business occasionally or work beyond normal work hours, as necessary.

Must be able to lift boxes and/or equipment of up to thirty pounds.

Working Conditions –noise level in the work environment is usually quiet to moderate. Requires hands-on work in field environments, including job sites, customer locations, training settings, and active installation or service environments.

Reports To: Manager, Technical Support Center

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.