Field Technical Support Rep
carrierenterprise
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Benefits offered by this job
Job summary
Carrier Enterprise seeks an experienced HVAC Field Technical Support Specialist to deliver advanced post-sales support to contractors, dealers, and customers across multiple channels. You will manage cases from first contact to resolution, perform on-site startups and commissioning, and provide technical training to enhance contractor proficiency.
The role blends deep HVAC expertise with strong customer engagement, enabling remote troubleshooting and field visits while promoting best practices
Qualifications
- Associate degree in HVAC or related field preferred.
- Minimum 5+ years of combined HVAC technical and customer support experience.
- Strong troubleshooting background across residential and commercial applications.
- Proven ability to communicate complex technical concepts clearly.
- Comfortable working both independently and collaboratively.
- Strong PC proficiency and ability to learn technical platforms quickly.
- Willingness to travel regionally for job site visits and training events.
Responsibilities
- Manage multi-channel support cases from intake through resolution across phone, email, text, and digital platforms with timely follow-up and high satisfaction standards
- Diagnose and resolve complex HVAC issues while escalating critical problems appropriately and maintaining stakeholder communication
- Conduct on-site technical support including equipment startups, commissioning, troubleshooting, and installation practice evaluation to minimize downtime
- Deliver technical training to contractors, dealers, and internal teams in classroom and field settings, addressing knowledge gaps with targeted solutions
- Build contractor relationships as a trusted technical partner while identifying supplemental sales opportunities and promoting company tools and resources
- Support customer onboarding with product orientation and operational guidance emphasizing best practices in airflow, controls, and refrigerant management
- Maintain operational documentation in case management systems and stay current on HVAC technologies, controls, and regulatory requirements
- Drive business impact through regional service initiatives that improve quality, enhance contractor capability, and strengthen organizational partnerships
Skills
Education
Job description
Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We operate primarily in the B2B environment, selling our products through licensed HVAC dealers and contractors. These dealers are independent companies that sell, deliver, and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. With over 200+ locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada, we are well-positioned to meet our customers' HVAC/R needs.
www.carrierenterprise.com
The HVAC Field Technical Support Specialist is a highly skilled professional responsible for delivering advanced post-sales technical support to contractors, dealers, and customers across multiple communication channels. This role manages inbound technical cases via phone, email, text, and digital platforms while also providing on-site field support through jobsite visits, equipment startups, system commissioning, and technical training.
The ideal candidate blends deep HVAC expertise with strong customer engagement skills and thrives in both remote troubleshooting and hands-on field environments. This position plays a critical role in ensuring proper equipment application, accelerating contractor proficiency, and enhancing the overall customer experience.
- Manage multi-channel support casesfrom intake through resolution across phone, email, text, and digital platforms with timely follow-up and high satisfaction standards
- Diagnose and resolve complex HVAC issueswhile escalating critical problems appropriately and maintaining stakeholder communication
- Conduct on-site technical supportincluding equipment startups, commissioning, troubleshooting, and installation practice evaluation to minimize downtime
- Deliver technical trainingto contractors, dealers, and internal teams in classroom and field settings, addressing knowledge gaps with targeted solutions
- Build contractor relationshipsas a trusted technical partner while identifying supplemental sales opportunities and promoting company tools and resources
- Support customer onboardingwith product orientation and operational guidance emphasizing best practices in airflow, controls, and refrigerant management
- Maintain operational documentationin case management systems and stay current on HVAC technologies, controls, and regulatory requirements
- Drive business impactthrough regional service initiatives that improve quality, enhance contractor capability, and strengthen organizational partnerships
- Associate degree (AA/AS) in HVAC or related field preferred.
- Minimum 5+ years of combined HVAC technical and customer support experience.
- Strong troubleshooting background across residential and commercial applications.
- Proven ability to communicate complex technical concepts clearly.
- Comfortable working both independently and collaboratively.
- Strong PC proficiency and ability to learn technical platforms quickly.
- Willingness to travel regionally for job site visits and training events.
- Company Paid Volunteer Time Off
- Health Insurance
- Health Savings Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance (Short-term and Long-term)
- Employee Assistance Program (EAP)
- Tuition Reimbursement & Professional Development
- Paid Vacation & Sick time
- Company Paid Holiday's
- 401(k) Plan with Employer Match
- Employee Discount Program
Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence. CE#123
- Associate degree (AA/AS) in HVAC or related field preferred.
- Minimum 5+ years of combined HVAC technical and customer support experience.
- Strong troubleshooting background across residential and commercial applications.
- Proven ability to communicate complex technical concepts clearly.
- Comfortable working both independently and collaboratively.
- Strong PC proficiency and ability to learn technical platforms quickly.
- Willingness to travel regionally for job site visits and training events.
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