HVAC Technical Support Specialist
1 month ago
Breeze33 is a leading provider of innovative HVAC solutions, dedicated to delivering cutting-edge products and exceptional customer support. We are seeking a highly skilled HVAC Technical Support Specialist to join our team, responsible for providing expert technical guidance and support to our customers.
Key Responsibilities- Contractor Training: Lead comprehensive training sessions on Breeze33 HVAC systems and components, ensuring contractors are fully informed about installation processes, best practices, and maintenance procedures.
- Associate Product Knowledge Training: Provide internal staff with in-depth technical training on Breeze33 HVAC products, equipping them with the knowledge to assist clients effectively and address their needs.
- Jobsite Visits & On-Site Troubleshooting: Visit job sites to provide hands-on technical support and troubleshooting for contractors during installation or service, identifying and resolving potential issues related to product compatibility, installation conditions, and system integration.
- Pre-Installation Project Planning & Support: Work closely with contractors and project managers in the planning phase of projects, evaluating installation plans to ensure HVAC system specifications are met and potential issues are addressed before installation begins.
- Service Work Assistance: Offer on-site and remote support for HVAC service work, assisting contractors and technicians with system diagnostics, calibration, and repairs to maintain system performance.
- Remote Technical Support: Respond to phone calls and emails from contractors, associates, and clients, providing detailed technical advice and troubleshooting assistance, using a structured problem-solving approach to guide users through diagnostics, repairs, or installation challenges.
- Documentation & Knowledge Base Maintenance: Develop and maintain technical support documentation, including FAQs, troubleshooting guides, and installation manuals, contributing to an online knowledge base to assist both internal teams and external customers with self-service solutions.
- Escalation of Complex Issues: Collaborate with engineering and product development teams on escalated technical issues that require specialized expertise, providing feedback on common product issues and helping drive continuous product improvement.
- Technical Support Ticket Management: Utilize a ticketing system to track and prioritize support requests, ensuring timely resolution of technical issues, and providing follow-up communication to ensure customer satisfaction after troubleshooting or repair assistance.
- Technical Expertise in HVAC Systems: Strong understanding of HVAC systems, components, controls, and installation practices, with the ability to troubleshoot issues related to airflow, refrigeration cycles, electrical components, and control systems.
- Experience in HVAC Installation & Service: Hands-on experience with HVAC installations, servicing, or technical support is essential, with experience with troubleshooting common HVAC issues and system configurations highly preferred.
- Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
- Problem-Solving & Troubleshooting Abilities: Demonstrated ability to diagnose and resolve technical issues using a systematic approach, particularly in high-pressure environments.
- Software & Tools Proficiency: Familiarity with HVAC-related software and diagnostic tools, including building automation systems (BAS), energy management systems (EMS), and airflow or refrigerant diagnostic tools.
- Customer Service Orientation: Strong customer service focus, with the ability to maintain professionalism and patience when handling complex technical issues or difficult situations.
- HVAC Certification: NATE, EPA, or similar certification is highly preferred.
- Experience with Advanced HVAC Technologies: Experience with unitary equipment, ductless mini-splits, VRF systems, or other advanced HVAC technologies is highly preferred.
- Knowledge of Energy-Efficient Solutions: Knowledge of energy-efficient and green HVAC solutions is highly preferred.
- Competitive Salary & Benefits: Competitive salary and benefits package, including health, vision, and dental insurance, paid time off, paid maternity and paternity leave, 401K employer match, and bonus opportunity.
- Professional Development Opportunities: Opportunities for professional development, including advanced training in HVAC technologies, to help you grow and succeed in your career.
- Dynamic & Collaborative Work Environment: Dynamic and collaborative work environment, with a supportive team dedicated to innovation and problem-solving in the HVAC industry.
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