Technical Support Specialist - HVAC

About Midea America

Midea America Corp., is one of the world’s largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. In North America we strive to aim high, put the customer first, transform and innovate the marketplace, utilizing our commitment, dedication, inclusion, and partnership with our teams. Midea America is a subsidiary of the Midea Group, a global company with over 150,000 employees and operations in more than 195 countries. As a publicly listed company, we are ranked #245 as a Fortune Global 500 company and offer one of the most comprehensive product portfolios in the industry.

Job Summary

The HVAC Technical Support Specialist provides advanced products and troubleshooting support to HVAC contractors, distributors, and internal teams through email and phone support. This position reviews technical information, documents cases, supports warranty investigations, and escalates recurring product concerns through the approved service process. This position is an in-office role in Plano, TX.

Duties/Responsibilities

• Technical Support & Troubleshooting: Provide real-time technical guidance and diagnostic support for qualified HVAC contractors and distributors regarding product operation, installation, and service.
• Documentation & Case Management: Review error codes, wiring schematics, service manuals, and technical literature. Accurately document customer details, diagnostic steps, findings, and resolutions in the ticketing system.
• Warranty & Quality Assurance: Support warranty investigations, assist with parts identification, and help resolve technical escalations.
• Escalation & Field Intelligence: Identify recurring field issues, safety concerns, or suspected quality trends and escalate them appropriately to management, Quality, and Engineering teams.
• Cross-Functional Collaboration: Partner effectively with Customer Service, Parts, Quality, and Product Management teams to resolve complex customer issues.
• Continuous Improvement: Participate in ongoing product training and contribute to the upkeep of internal technical knowledge bases.
• Work with Customer Service, Parts, Quality, Engineering, and Product teams as needed.

Required Skills/Abilities

• Minimum of five (5) years of hands-on experience in HVAC field service, installation, or technical support.
• Strong working knowledge of residential HVAC systems and industry-standard safe service practices.
• Ability to read wiring diagrams, service manuals, and technical documentation.
• Strong troubleshooting, communication, and problem-solving skills.
• Ability to document technical cases clearly and accurately.
• Basic proficiency with Microsoft Office and case or ticket management systems. Training will be provided on Midea internal systems.

Preferred Qualifications

• EPA Section 608 certification.
• HVAC trade school certificate or technical degree.
• Previous technical call center or manufacturer support experience.

Core Competencies

• Customer focus and professional communication
• Accuracy, accountability, and attention to detail
• Teamwork and cross-functional collaboration
• Ability to follow approved procedures and escalation path

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.