Technical Support Engineer

Technical Support Engineer

Location: Orange, New Jersey, United States

Industry: Software Development

Work Setting: Hybrid

Are you passionate about HVAC systems, refrigerant technologies, customer support, and solving complex technical challenges in the field? We are seeking a Technical Support Engineer to serve as the technical expert for refrigerant solutions used in chiller applications, supporting customers, OEMs, contractors, sales teams, and industry stakeholders.

Position Summary

The Technical Support Engineer is responsible for providing technical guidance and application support for refrigerant products used across centrifugal and positive displacement chiller systems. This customer-facing role combines technical troubleshooting, field support, sales enablement, product stewardship, quality management, and industry engagement to help customers successfully implement refrigerant solutions and optimize equipment performance.

Key Responsibilities

Technical Customer Support

• Serve as the primary technical contact for refrigerant-related inquiries.
• Respond to technical questions from:
• End Users
• OEMs
• Contractors
• Consulting Engineers
• Environmental Organizations
• Regulatory Stakeholders
• Provide accurate and timely technical recommendations regarding refrigerant selection, application, and performance.
• Maintain high customer satisfaction through effective problem resolution.

Chiller & Refrigeration Application Engineering

• Support refrigerant applications across:
• Centrifugal Chillers
• Screw Chillers
• Reciprocating Chillers
• Positive Displacement Chillers
• Evaluate system operating conditions and recommend appropriate refrigerant solutions.
• Support customers in optimizing system efficiency, reliability, and environmental performance.
• Provide expertise on both new installations and existing system upgrades.

Retrofit & Conversion Support

• Lead technical support activities for refrigerant retrofit projects.
• Develop and communicate retrofit procedures for various equipment manufacturers.
• Evaluate compatibility, performance impacts, and operational considerations.
• Assist customers with planning and implementation of refrigerant conversions.
• Support field validation of retrofit projects and performance assessments.

Field Technical Services

• Conduct onsite field visits and technical assessments.
• Perform:
• Site Surveys
• Equipment Assessments
• Performance Evaluations
• Technical Investigations
• Prepare detailed field reports and recommendations.
• Support customer installations, troubleshooting, and field trials.
• Collect operational data and provide feedback to internal teams.

Sales & Commercial Support

• Partner with Sales teams to support customer engagement activities.
• Participate in customer meetings and technical presentations.
• Convert technical inquiries into new business opportunities where appropriate.
• Support aftermarket sales initiatives and customer retention efforts.
• Provide technical expertise during commercial discussions and proposal development.

Product & Marketing Support

• Support development of technical marketing materials and product literature.
• Contribute application knowledge for:
• Product Launches
• Marketing Campaigns
• Customer Training Materials
• Industry Presentations
• Participate in trade shows, conferences, and industry events.
• Present refrigerant solutions and technical capabilities to customers and industry groups.

Quality & Complaint Resolution

• Investigate customer-reported product and application issues.
• Manage quality complaints and technical escalations.
• Conduct root cause analysis and recommend corrective actions.
• Coordinate with quality, manufacturing, and engineering teams as required.
• Ensure timely closure of customer concerns.

Product Development & R&D Collaboration

• Support research and development teams by sharing customer feedback and field observations.
• Provide insight into operational challenges, application requirements, and market needs.
• Participate in field trials and product validation efforts.
• Contribute to continuous improvement and future product development initiatives.

CRM & Technical Documentation

• Manage and respond to customer inquiries through Salesforce (SFDC).
• Maintain accurate records of technical support activities.
• Track inquiry trends and identify emerging customer needs.
• Develop and maintain:
• Technical Reports
• Application Guides
• Customer Manuals
• Refrigerant Technical Documentation
• Cylinder Handling Documentation

Asset & Cylinder Fleet Management

• Maintain cylinder fleet information and inventory records.
• Manage customer-facing cylinder documentation and operating manuals.
• Support safe handling, tracking, and utilization of refrigerant assets.
• Ensure compliance with applicable safety and operational requirements.

Required Qualifications

• Bachelor's degree in:
• Mechanical Engineering
• Chemical Engineering
• HVAC Engineering
• Refrigeration Engineering
• Related Technical Field
• Experience supporting:
• HVAC Systems
• Chiller Applications
• Refrigeration Products
• Technical Customer Support
• Field Service Engineering
• Strong troubleshooting and problem-solving skills.
• Excellent customer-facing communication abilities.
• Ability to manage multiple technical priorities simultaneously.
• Willingness to travel to customer sites and industry events.

Technical Skills

HVAC & Refrigeration

• Chiller Systems
• Refrigeration Technologies
• Refrigerant Applications
• Centrifugal Chillers
• Screw Compressors
• Positive Displacement Systems
• HVAC Systems
• Industrial Cooling Systems

Technical Support

• Customer Troubleshooting
• Application Engineering
• Technical Consulting
• Product Support
• Root Cause Analysis
• Field Service

Retrofit & Conversion Expertise

• Refrigerant Retrofits
• Conversion Methodologies
• Equipment Compatibility Analysis
• Performance Validation
• System Optimization

Business & Customer Support

• Salesforce (SFDC)
• Customer Relationship Management
• Technical Presentations
• Sales Support
• Trade Show Participation
• Customer Training

Engineering & Documentation

• Technical Writing
• Site Surveys
• Inspection Reports
• Product Literature Development
• Engineering Documentation

Quality & Product Development

• Quality Complaint Investigation
• Product Validation
• Field Trials
• New Product Introduction (NPI)
• Continuous Improvement