Lead Technical Support Specialist - HVAC

Lead Technical Support Specialist – HVAC

Location: On-Site / Office-Based with Occasional Field Travel

Employment Type: Full-Time

Industry: HVAC Manufacturing

About the Opportunity

We are seeking an experienced Lead Technical Support Specialist to provide advanced technical expertise and troubleshooting support for a well-established HVAC equipment manufacturer. This position is ideal for a seasoned HVAC professional with extensive field service experience who enjoys solving complex technical challenges, supporting contractors, and serving as a trusted technical resource.

The Lead Technical Support Specialist will serve as the primary escalation point for challenging service issues across a variety of HVAC equipment, including air handlers, hydronic systems, and packaged units.

This is primarily an office-based position , providing technical guidance to contractors and distributors via phone and email, with occasional field visits required to resolve complex issues that cannot be addressed remotely.

Key Responsibilities

• Serve as the lead technical resource for escalated HVAC troubleshooting and complex equipment issues.
• Provide advanced technical support to contractors, distributors, and service professionals through phone and email communication.
• Diagnose equipment performance issues by analyzing refrigerant pressures, temperatures, airflow measurements, electrical readings, and other diagnostic data.
• Guide field technicians through equipment startup, commissioning, troubleshooting, and corrective actions.
• Interpret manufacturer installation, operation, and maintenance manuals to ensure proper equipment performance and compliance with specifications.
• Conduct on-site evaluations and diagnostics when technical issues cannot be resolved remotely.
• Assist with warranty investigations by evaluating equipment failures and providing accurate technical findings.
• Maintain detailed service records, troubleshooting documentation, and case resolutions within CRM or internal ticketing systems.
• Collaborate with engineering, quality, sales, and product teams to identify recurring equipment issues and recommend improvements.
• Support technical training initiatives and provide guidance and mentorship to junior technical support team members.
• Help resolve challenging customer situations through clear communication, technical expertise, and effective problem-solving.

Qualifications

• 8+ years of hands-on HVAC field service experience , including advanced troubleshooting and diagnostics.
• Strong technical knowledge of HVAC equipment, including air handlers, hydronic systems, and packaged HVAC units.
• Advanced understanding of refrigerant systems, thermostatic expansion valves (TXVs), airflow diagnostics, and static pressure analysis.
• Experience troubleshooting HVAC electrical systems, controls, and equipment performance issues.
• Demonstrated ability to diagnose complex mechanical and electrical problems using field measurements and technical information.
• Ability to guide technicians through troubleshooting remotely, even when information is limited or incomplete.
• Strong understanding of HVAC installation, startup, commissioning, and service procedures.
• Excellent communication and customer service skills, with the ability to explain technical solutions clearly to contractors and distributors.
• Experience managing technical escalations and resolving challenging customer situations professionally.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Familiarity with CRM platforms or technical support ticketing systems.
• Ability to travel to customer sites as needed for advanced troubleshooting.

Preferred Qualifications

• Previous experience in HVAC manufacturer technical support, product support, or warranty evaluation.
• Experience supporting multifamily residential or light commercial HVAC applications.
• Familiarity with digital HVAC diagnostic tools, such as Fieldpiece Job Link or similar platforms.
• Experience training or mentoring HVAC service technicians.