HVAC Technical Support Rep
Core
Resolve escalated technical support cases for HVAC products and systems, providing advanced diagnostics and corrective actions to customers, dealers, and internal teams.
Role type
Senior IC HVAC Technical Support Specialist
Builds
Production support documentation, troubleshooting guides, and knowledge bases for HVAC equipment
Domain
HVAC industry + technical support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
HVAC troubleshooting, analytical problem-solving, technical documentation, case management, customer communication, independent work
Preferred skills
Associate degree in HVAC/mechanical technology, HVAC technical certification, HVAC installation/service experience, managing escalated cases, familiarity with HVAC components and diagnostic methods
Technologies
HVAC equipment, components, diagnostic methods
Responsibilities
Manage and resolve escalated technical support cases related to HVAC products and systems; troubleshoot installation, operation, and product performance issues; provide advanced diagnostic support and recommend suitable corrective actions; give clear technical guidance to customers, dealers, technicians, and internal service teams; document troubleshooting steps, findings, communications, and resolutions accurately and thoroughly; coordinate with Warranty and HVAC technician teams when additional service or product support is needed; maintain and improve technical knowledge bases, troubleshooting guides, and other support documentation; identify recurring product or service issues and escalate trends to the appropriate teams; assist with training, onboarding, and knowledge sharing for Customer Service and Technical Support team members; support technical readiness for new product launches, including troubleshooting resources and internal knowledge transfer; meet service-level expectations for response times, case handling, and issue resolution; assist with service recovery efforts to resolve challenging customer situations and improve satisfaction; collaborate across departments to ensure customers receive accurate, consistent, and timely support.
Seniority
Mid-level, hands-on IC
