Technical Support Lead

Position Summary

The Technical Support Lead provides technical assistance and troubleshooting support for commercial HVAC equipment. This position works directly with field service technicians to diagnose equipment issues, recommend solutions, and minimize equipment downtime. The role will also be critical in identifying quality concerns and will work closely with Engineering and Production to help prevent future issues. The role requires strong HVAC knowledge, computer proficiency, excellent communication skills, and occasional travel to support field operations.

Key Responsibilities

• Provide phone-based technical support to field technicians troubleshooting commercial HVAC equipment.
• Diagnose mechanical, electrical, refrigeration, and controls-related issues and recommend corrective actions.
• Interpret wiring diagrams, schematics, service manuals, and equipment specifications.
• Guide technicians through equipment startup, commissioning, troubleshooting, and repair procedures.
• Document technical support requests, troubleshooting steps, and resolutions using company computer systems.
• Collaborate with Engineering and Production teams to resolve complex technical issues.
• Identify recurring equipment problems and communicate trends and recommended improvements to internal teams.
• Assist with technician training, technical documentation, and the development of troubleshooting procedures.
• Travel occasionally to customer sites or company facilities to provide hands-on technical assistance and training.

Required Qualifications

• Minimum of 5 years of HVAC industry experience, preferably with commercial HVAC equipment.
• Strong understanding of HVAC system operation, troubleshooting, and repair.
• Ability to diagnose mechanical, electrical, refrigeration, and controls-related problems.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly over the phone.
• Strong computer skills, including Microsoft Office, email and digital documentation.
• Ability to read and interpret wiring diagrams, schematics, and technical manuals.
• Strong problem-solving, organizational, and customer service skills.
• Ability to manage multiple support requests and follow issues through resolution.
• Willingness to travel occasionally as business needs require.

About Fisen Corporation:

Here at Fisen we value our culture, which is centered on respect. We take pride in our ability to solve complex problems and welcome opportunities to help our employees grow. We manufacture custom modifications to commercial HVAC equipment right here in Grand Rapids, MI. If you have a good mechanical aptitude, love to learn, and are a problem solver, then you may be a good fit. We are committed to helping our employees and their families while providing our customers with high quality solutions which nobody else can.

Pay: $65,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person