Technical Support Representative

We are partnering with a well-established manufacturer of commercial and residential heating equipment to identify a Technical Product Support Specialist to join its product support team. This role will provide technical guidance and troubleshooting support to contractors, manufacturer representatives, homeowners, and other customers working with HVAC equipment and systems.

This is a strong opportunity for someone with hands-on HVAC knowledge who enjoys solving technical problems and helping customers. The Technical Product Support Specialist will support customers across plumbing, electrical, gas, venting, controls, and equipment troubleshooting while also working closely with engineering, sales, and service teams to communicate field feedback and improve product support.

What You'll Do

• Provide technical product support and troubleshooting related to plumbing, electrical, gas, venting, controls, and HVAC system performance.

• Assist contractors, manufacturer representatives, homeowners, and other customers with technical questions and product issues.

• Interpret mechanical, electrical, and architectural drawings to help diagnose equipment and application issues.

• Provide product parts identification and technical documentation support.

• Develop and support technical service procedures, service bulletins, and other troubleshooting documentation.

• Serve as a liaison between technical support and engineering as new troubleshooting needs and product issues are identified.

• Communicate field feedback to engineering, sales, and service teams.

• Participate in product and service review meetings as part of the new product development process.

• Support educational and technical training seminars.

• Provide on-site technical support at customer or contractor locations when required.

• Participate in technical training and continuing education to maintain current product and industry knowledge.

What We're Looking For

• 3+ years of experience working with HVAC systems, equipment, applications, design, or service preferred.

• High school diploma required; Associate degree in a technical field preferred.

• Strong understanding of HVAC troubleshooting and the ability to work across mechanical, plumbing, electrical, gas, and venting systems.

• Ability to read and interpret mechanical, electrical, and architectural drawings as well as engineering specifications and designs.

• Knowledge of boiler and water heater sequencing.

• Familiarity with Building Management Systems and Building Automation Systems, including BACnet, LonWorks, Modbus, and related protocols.

• Strong customer service skills with the ability to explain technical information clearly to customers with varying levels of technical knowledge.

• Strong written and verbal communication skills.

• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.

• Experience with CAD is preferred.

The Ideal Candidate

The right person will combine hands-on HVAC technical knowledge with strong troubleshooting and customer communication skills . They will be comfortable digging into complex equipment issues, interpreting technical documentation, and working directly with contractors and customers to identify solutions.

They will also be collaborative and able to translate what they are seeing in the field into useful feedback for engineering, sales, and service teams.

Why This Opportunity?

• Apply your HVAC expertise in a technical support role that goes beyond traditional field service.

• Work directly with contractors, customers, engineering, sales, and service teams.

• Gain involvement in new product development and product service reviews.

• Continue developing your technical expertise through ongoing training and education.

• Have a direct impact on customer support, troubleshooting practices, and technical service documentation.