HVAC Specialist

Your tasks 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. Your profile 3+ years of hands-on experience in HVAC technical support or a related role, with proficiency in multiple technical competencies. Strong understanding of HVAC systems including Air-to-Air Heat Pumps, Water Source Heat Pumps, Geothermal, Tankless Hot Water, Hydronic Boilers, and Warm Air Furnaces in residential and commercial environments. High School diploma or equivalent required; relevant certifications such as NATE, Oil/Gas license preferred. EPA certification is a plus. Technical knowledge of system piping, hydronics, venting, wiring, oil burner systems, boiler controls, fuel combustion, heat exchange, fluid transfer, fresh air and exhaust systems, air conditioning circuits, compressors, and domestic hot water systems. Excellent problem-solving skills, initiative, and a strong customer-oriented approach. Exceptional communication and phone skills with the ability to work independently and collaboratively. Strong organizational skills, attention to detail, and a proactive mindset to meet individual and team goals. Computer proficiency including Microsoft Office Suite (Word, Excel, Access, Outlook); experience with MAS500 or SM+ is a plus. Typing skills are advantageous.

Work Environment:

Primarily office and computer-based work with flexibility to work from home. Occasional on-site visits and travel inside and outside the USA as required.