Field Technical Support Rep HVAC

HVAC Field Technical Support Specialist

The HVAC Field Technical Support Specialist is a highly skilled professional responsible for delivering advanced post-sales technical support to contractors, dealers, and customers across multiple communication channels. This role manages inbound technical cases via phone, email, text, and digital platforms while also providing on-site field support through jobsite visits, equipment startups, system commissioning, and technical training.

The ideal candidate blends deep HVAC expertise with strong customer engagement skills and thrives in both remote troubleshooting and hands-on field environments. This position plays a critical role in ensuring proper equipment application, accelerating contractor proficiency, and enhancing the overall customer experience.

Key Responsibilities

• Manage multi-channel support cases from intake through resolution across phone, email, text, and digital platforms with timely follow-up and high satisfaction standards
• Diagnose and resolve complex HVAC issues while escalating critical problems appropriately and maintaining stakeholder communication
• Conduct on-site technical support including equipment startups, commissioning, troubleshooting, and installation practice evaluation to minimize downtime
• Deliver technical training to contractors, dealers, and internal teams in classroom and field settings, addressing knowledge gaps with targeted solutions
• Build contractor relationships as a trusted technical partner while identifying supplemental sales opportunities and promoting company tools and resources
• Support customer onboarding with product orientation and operational guidance emphasizing best practices in airflow, controls, and refrigerant management
• Maintain operational documentation in case management systems and stay current on HVAC technologies, controls, and regulatory requirements
• Drive business impact through regional service initiatives that improve quality, enhance contractor capability, and strengthen organizational partnerships

Qualifications

• Associate degree (AA/AS) in HVAC or related field preferred.
• Minimum 5+ years of combined HVAC technical and customer support experience.
• Strong troubleshooting background across residential and commercial applications.
• Proven ability to communicate complex technical concepts clearly.
• Comfortable working both independently and collaboratively.
• Strong PC proficiency and ability to learn technical platforms quickly.
• Willingness to travel regionally for job site visits and training events.