Aircond Technical Support

About the role

This position is primarily an internal Technical Support and Trainer role. The successful candidate is not required to handle every customer visit personally. Instead, the position focuses on providing technical direction, troubleshooting support, training, and coaching to the Customer Service and After-Sales teams, ensuring employees have the knowledge and guidance required to resolve AC-related customer issues effectively.

Key responsibilities

• Provide technical support and guidance to both the After Sales and Customer Service teams on air conditioning-related issues
• Serve as the internal technical expert for air conditioning systems, troubleshooting, maintenance, and repair procedures
• Diagnose and troubleshoot AC technical issues based on information provided by customers, Customer Service Representatives, and After-Sales Technicians
• Guide After-Sales Technicians remotely or through technical instructions when they encounter difficulties during troubleshooting or repair
• Provide technical advice to Customer Service Representatives to help them accurately guide customers through basic AC troubleshooting
• Conduct product and technical training for Customer Service and After-Sales teams, including AC operation, common faults, troubleshooting procedures, and basic technical knowledge
• Develop and maintain technical training materials, troubleshooting guides, FAQs, and standard procedures for AC-related issues
• Identify recurring technical problems and provide recommendations to improve troubleshooting processes and service quality
• Review and analyze technical cases handled by the After-Sales and Customer Service teams and provide corrective guidance where necessary
• Maintain records of technical cases, recurring issues, training conducted, and solutions provided

About you

• Proven experience as an Air Conditioning Technician, AC Technical Support Specialist, HVAC Technician, or in a related technical position
• Good knowledge of air conditioning systems, HVAC principles, electrical components, and common AC faults
• Strong troubleshooting and diagnostic skills with the ability to identify the root cause of technical issues
• Experience in AC installation, servicing, maintenance, repair, or after-sales support
• Able to provide clear technical instructions and guidance to technicians and non-technical employees
• Good communication and interpersonal skills, with the ability to explain technical information in a simple and understandable manner
• Strong problem-solving skills and attention to detail
• Able to work independently while also collaborating effectively with Customer Service, After-Sales, Team Leaders, and Project Managers
• Willing to travel to customer or service locations when required
• Relevant technical certification or qualification in HVAC, Air Conditioning, Electrical, or a related field will be an advantage