Technical Support Specialist – HVAC

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Deliver prompt, precise, and professional technical assistance via phone and email to contractors, end users, and distributor partners across a variety of products (e.g., residential HVAC, light commercial systems, VRF), ensuring an exceptional customer experience.

• Identify and resolve product issues across various product systems by following structured resolution procedures.

• Analyze system feedback and operational data (e.g., error codes, fault histories, control board indicators, and reported performance conditions) to aid in accurate issue identification.

• Leverage GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or similar) to assess system data and uncover potential performance issues to facilitate troubleshooting.

• Offer technical documentation and guidance, including wiring diagrams, submittals, capacity tables, installation instructions, and control configuration assistance.

• Support customers with installation, startup, and operational inquiries within a remote support framework, ensuring compliance with product specifications and best practices.

• Elevate complex or unresolved issues to Product Specialists or Engineering teams, providing comprehensive documentation of troubleshooting actions and results.

• Work collaboratively across departments with Service, Engineering, Manufacturing, and Parts teams to promote issue resolution and information exchange.

• Keep accurate and thorough case records, documenting reported symptoms, diagnostic actions taken, data analyzed, and final resolutions or escalation pathways.

• Exhibit self-directed problem-solving skills by utilizing technical documentation, knowledge bases, and internal tools prior to escalation.

• Ensure that case documentation provides cross-functional visibility and supports efficient escalation processes.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 3 years of experience in HVAC installation, service, or technical support (preferably in residential and/or light commercial settings).

• Proficiency in using computer systems and standard business applications.

• Bi-lingual fluency in English/Spanish or English/French is required only if hired for bi-lingual support roles.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options