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Ingram's Water & Air Equipment LLC

HVAC Technical Support Representative

Pay: Not specified

Posted: 2 weeks ago

Location: Hickory, KY (Onsite)

Last Updated: 4 days ago

Hours: Full-Time

Expires: 10/1/2026

Job Description

Company Overview Ingram's Water & Air Equipment is a leading e-commerce provider specializing in HVAC products and solutions. We are dedicated to delivering exceptional service and support to our customers through innovative technology and expert knowledge. Technical Support Specialist (IWAE)

Job Information Job Title:

Technical Support Specialist Department:

Customer Service /

Technical Support Reports To:

Customer Service Manager FLSA Status:

Non-Exempt (Hourly) 2. Job Summary The Technical Support Specialist provides advanced product troubleshooting, installation guidance, and escalated technical assistance for customers, dealers, and internal teams. This role serves as a higher-level technical resource for complex support cases and works closely with Customer Service, Warranty, Sales, and Product teams to ensure accurate and timely issue resolution. The position is responsible for maintaining technical documentation standards and supporting knowledge transfer across the service organization. 3. Essential Duties and Responsibilities Manage escalated technical support cases Troubleshoot product installation and performance issues Provide advanced diagnostics and corrective recommendations Support customers, dealers, and internal service teams Document all case findings and resolution steps Coordinate with warranty and HVAC technician teams Maintain knowledge base and troubleshooting guides Identify recurring issue trends and escalate appropriately Support training and onboarding for service teams Assist with product launch technical readiness Maintain SLA and response standards Support service recovery and customer satisfaction initiatives 4.

Qualifications Education:

High school diploma or GED required; associate degree or HVAC technical certification preferred

Experience:

2+ years technical support, HVAC troubleshooting, or field service experience escalation support experience preferred

Certifications/Licenses:

HVAC certification preferred

Skills/Competencies:

advanced troubleshooting customer communication documentation escalation handling product knowledge de-escalation problem-solving attention to detail 5. Physical and Work Environment Requirements Office and call-center technical environment with prolonged computer and phone use, frequent case documentation, and periodic extended hours during high-volume service periods.

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance Application Question(s): What is your pay per hour requirements for the role?

Shift availability:

Day Shift (Required) Ability to

Commute:

Hickory, KY 42051 (Required)

Work Location:

In person