HVAC Applied Equipment Technical Support

Carrier; Charlotte, Northern (NC, KY); Hybrid; USD 79,000 - 158,000; Full time

Benefits offered by this job

Health care benefits

Paid time off

Parental leave

Disability benefits

Life Insurance

Job summary

Carrier Global Corporation is seeking a Technical Support Specialist II to serve as the Level II escalation point for HVAC parts and product support. You will analyze complex cases, verify BOM configurations, and coordinate with suppliers, engineering, and manufacturing to deliver accurate solutions.

Responsibilities include root-cause investigations, data quality improvements, and supporting customer escalations with cross-functional teams.

Qualifications

• Associate Degree (AA/AS) and a minimum of 5 years in HVAC, technical/support roles; OR Bachelor’s in Engineering and 2+ years in HVAC/technical support.

Responsibilities

• Serve as Level II escalation point for parts and product support issues.
• Analyze cases involving part identification, applicability, configuration, and failures.
• Investigate complex issues with incomplete or conflicting information.
• Support timely resolution of high-impact customer escalations.
• Provide expert technical guidance to customer-facing teams and stakeholders.
• Coordinate with suppliers, engineering, and manufacturing to resolve issues.

Skills

HVAC knowledge

Technical support

Root cause analysis

Cross-functional collaboration

BOM analysis

SAP

Windchill

PIC

PIM

Documentation skills

Education

Associate Degree (AA/AS) in Engineering or Technical field

Bachelor’s degree in Engineering or related field

Tools

SAP

Windchill

PIC

PIM

Job description

About Carrier Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

The Technical Support Specialist II serves as a key escalation resource for complex service parts and product related technical issues that cannot be resolved through standard documentation or front line support. This role supports customer service, distribution, and commercial teams by investigating ambiguous or incomplete information, identifying root causes, validating part applicability, and facilitating resolution of field issues. The position regularly interfaces with suppliers, product engineering, manufacturing, and internal systems to ensure accurate technical solutions and continuous improvement of service parts data and documentation.

Technical Support & Escalation Management

• Serve as a Level II technical escalation point for parts related and product support issues.
• Analyze customer cases involving part identification, applicability, configuration, and product failures.
• Investigate and resolve complex issues where information may be incomplete, conflicting, or difficult to interpret.
• Support the timely resolution of high impact and time sensitive customer escalations.
• Provide expert technical guidance to customer facing teams and stakeholders.

Root Cause Investigation & Troubleshooting

• Diagnose technical issues using Bills of Material (BOMs), as-built configurations, engineering drawings, and system tools.
• Identify discrepancies between design intent, catalog data, and field-installed product configurations.
• Determine root causes of part-related issues, including incorrect BOM structures, missing data, documentation gaps, or configuration errors.
• Develop and communicate clear, actionable recommendations for issue resolution.
• Support troubleshooting efforts related to installation, usage, upgrades, and service-related concerns.

Supplier & Engineering Coordination

• Collaborate with suppliers to validate part details, functionality, specifications, and potential failure modes.
• Partner with Product Engineering and Manufacturing teams to resolve design, configuration, and technical support questions.
• Evaluate and identify alternate parts, substitutions, and workarounds when standard documentation does not provide sufficient guidance.
• Escalate systemic issues affecting multiple products, customers, or business processes.
• Coordinate cross-functional efforts to drive resolution of complex technical concerns.

Data Quality & Continuous Improvement

• Identify and document errors, inconsistencies, or gaps within service BOMs, parts catalogs (PIC/PIM), and supporting documentation.
• Communicate required corrections and improvement opportunities to catalog management and engineering teams.
• Support ongoing data accuracy initiatives and service parts catalog maintenance activities.
• Analyze trends and recurring issues to recommend preventive actions and process improvements.
• Gather, summarize, and present technical findings and performance data to management and stakeholders.

Team Support & Knowledge Sharing

• Develop and maintain advanced technical expertise in commercial HVAC products and service offerings.
• Provide guidance and support to less experienced team members.
• Assist in customer training and technical education activities as needed.
• Recommend enhancements to processes, systems, and documentation to improve support effectiveness.

Minimum Qualifications

• Associate Degree (AA/AS) and a minimum of 5 years of experience in HVAC, technical support, engineering support, product support, customer support, or service operations; OR Bachelor's Degree (BA/BS) in Engineering, HVAC Technology, Mechanical Engineering, Industrial Technology, Manufacturing Engineering, or a similar technical discipline, and a minimum of 2 years of experience in HVAC, engineering, product support, or technical support.

Preferred Qualifications

• Strong working knowledge of commercial HVAC systems and configurable products.
• Experience troubleshooting service parts, BOM structures, product configurations, and field issues.
• Proficiency with enterprise systems such as SAP, Windchill, PIC, PIM, or similar platforms.
• Ability to interpret engineering drawings, product documentation, BOMs, and as-built configurations.
• Strong analytical, investigative, and root-cause analysis capabilities.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical audiences.
• Proven ability to collaborate effectively across suppliers, engineering, manufacturing, and commercial organizations.
• High attention to detail and commitment to accuracy.
• Experience supporting customer escalations in a technical support, service, or call center environment.

Pay Range The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

• Health Care Benefits: Medical, Dental, Vision
• Wellness incentives Retirement Benefits Time off and Leave: Paid vacation days, up to 15 days
• Paid sick days, up to 5 days
• Paid personal leave, up to 5 days
• Paid holidays, up to 13 days
• Birth and adoption leave
• Parental leave
• Family and medical leave
• Bereavement leave
• Jury duty leave
• Military leave
• Purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account
• Health Care Spending Account
• Dependent Care Spending Account
• Tuition Assistance

Carrier EEO Statement and Accommodations Process Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline Applications will be accepted for at least 3 days from Job Posting Date: 1 September 2026

Use of AI Technology-enabled tools may support parts of the recruitment process, with oversight by people.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We're constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world's first choice in security, shipping and HVAC technology.