We are seeking a knowledgeable and customer-focused HVAC Specialist to provide expert phone and email-based troubleshooting and applications assistance for hydronic heating, forced hot air, domestic hot water, air-conditioning, and heat pump systems. You will support contractors, dealers, engineers, architects, and homeowners by delivering timely, accurate technical solutions and guidance.
Key Responsibilities:
- Provide troubleshooting and applications support via phone and email to external customers and internal teams (Customer Service, Sales) on a variety of HVAC systems and components.
- Collaborate with Product Management, Quality, Risk Assessment, Warranty, and Returns teams to resolve technical issues and support continuous improvement initiatives.
- Assist with new product introductions by reviewing technical materials for accuracy and developing departmental documentation and training resources, including technical videos.
- Represent the company in complaint resolution and technical investigations, providing detailed root cause analysis feedback.
- Maintain detailed electronic records of customer interactions and manage departmental email communications.
- Perform on-site field troubleshooting as needed, including occasional travel domestically and internationally for training or service support.
- Support peers by sharing expertise and assisting with their technical development.
- Maintain flexibility to provide after-hours support during critical rollouts or escalations as required.
- Work from either the office or home using company systems as directed by your supervisor.