Tech Support Specialist II

Job Description:

Position Overview
Our organization designs and manufactures high-performance commercial HVAC systems serving mission-critical facilities, large-scale commercial campuses, healthcare, data centers, industrial environments, and complex mechanical infrastructures across the United States.

Technical Support within our organization is not transactional support — it is a high-impact engineering function directly tied to revenue protection, warranty cost control, customer retention, and brand equity. This role operates as a technical authority and escalation point, serving as the bridge between field operations, sales, manufacturing, quality, and engineering. The Technical Support Specialist protects system uptime, mitigates financial exposure, drives resolution strategy during critical failures, and influences long-term product improvement initiatives.This position carries increasing technical authority, autonomy, and business impact across tier levels.

Tier II – Advanced Technical Support Specialist
Primary Focus: Independent diagnostics and cross-functional collaboration.

•  Independently diagnose complex mechanical, electrical, and controls-related issues.

• Interpret integrated system behavior across refrigeration circuits, controls logic, airflow dynamics, and safety devices.

• Reduce repeat service events by identifying root cause trends.

• Assist in onboarding new technical staff and Tier 1 training.

• Exercise judgment in warranty exposure mitigation.

Impact Level: Directly reduces warranty expense, minimizes downtime, and protects national customer accounts.

Core Responsibilities

• Protects system uptime in mission-critical environments.

• Mitigates financial exposure and warranty risk.

• Safeguards customer relationships and brand equity.

• Interprets wiring diagrams, sequence of operation, and mechanical schematics with precision.

• Guides technicians toward safe, code-compliant, and performance-driven solutions.

• Communicate with authority during high-pressure field events.

• Documents technical findings to improve organizational learning.

Required Skills & Competencies

• Diagnostic expertise in commercial HVAC mechanical and electrical systems.

• Strong working knowledge of refrigeration circuits, airflow dynamics, safety controls, and system integration.

• High-level proficiency interpreting complex wiring diagrams and control schematics.

• Understanding commercial HVAC controls platforms and safety standards.

• Clear, confident technical communication during live service events.

• Strong professional judgment and customer-facing composure.