HVAC Technical Support II

HVAC Technical Support II

Louisville, Kentucky

Full Time

8am-5pm M-F

As an HVAC Technical Support II you will be responsible for providing support for sophisticated commercial HVAC equipment. This role supports end users and field support technicians via phone, email, remote connection to the technician's computer, or working with other tech support personnel. You must develop an intimate understanding of how the various equipment layout and design.

In this role, you will be answering common questions, providing documentation, or could be working with an on-site technician to diagnose minor issues with electrical, refrigeration, controls, or other related HVAC systems.

The position requires working with internal engineering or quality teams to discuss field issues that have been discovered or assisting with validation testing of solutions. Optional travel to jobsites assisting Controls or Design Engineers is required, to diagnose and resolve issues not able to be fixed remotely. Applicants with a mechanical or electrical background are a great fit, if interested in a mix of an office environment and some hands-on work. Product line specific training will be provided. This position has a high career growth potential for those interested in the HVAC service field.

Essential Functions or Responsibilities:

• Answer incoming customer inquiries related to HVAC equipment and systems.
• Provide clear and concise explanations to customers regarding technical issues.
• Offer troubleshooting assistance to customers to identify and resolve problems.
• Analyze and diagnose advanced technical issues related to HVAC systems.
• Maintain detailed records of customer interactions and technical issues.
• Identify opportunities to improve field support processes and procedures.
• Stay current with product specifications, manuals, and technical documentation.
• Take on advanced technical issues from lower-level technical support personnel.
• Gather customer feedback and suggestions for improving products and services.
• Optional travel with senior technical support personnel to jobsites for further diagnostics.
• Read and diagnose simple controls issues and diagnose using simple programmable controller logic.

Qualifications/Skills:

• Requirements:
• Must be able to meet safety/physical requirements.
• High school diploma or equivalent.
• Technical degree, certification, HVAC certification, or related high level education.
• Excellent communication and interpersonal skills.
• Patience and the ability to remain calm under pressure.
• 2-5 years of experience working with HVAC equipment.
• Some experience using computers and Microsoft Office Suite (Excel, Outlook, Word, etc.).
• Valid drivers license and able to be put on company insurance for rental vehicles (for travel).
• Either possess an EPA 608 Certification, or willing to become certified within 6 months of starting.
• Ability to type at least 20 words per minute, or willing to learn within the first 6 months of starting.
• Prefer:
• Previous customer service, technical support, or customer interaction experience preferred.
• HVAC field service technician experience.
• Safety/Physical requirements:
• Ability to lift 50 lbs.
• Fluent in English.
• Requires bending, stooping, and standing.
• Must be able to stand from six (6) to eight (8) hours per day.
• Follow established safety policies including, but not limited to, mobile equipment, PPE, emergency response, HAZCOM, first-aid response, etc.