HVAC Applied Equipment Technical Support

Carrier; Town of Charlotte (NY); On-site; USD 79,000 - 158,000; Full time

Benefits offered by this job

Health Care Benefits

Retirement Benefits

Time off and Leave

Disability

Life Insurance

Tax-Advantaged Accounts

Tuition Assistance

Job summary

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is seeking a Technical Support Specialist II to serve as a key escalation resource for complex service parts and product‑related technical issues.

You will collaborate with suppliers, product engineering, and manufacturing to resolve issues, analyze BOMs, and drive data quality improvements in commercial HVAC products and service offerings.

Qualifications

• Associate Degree with 5+ years in HVAC or related support roles.
• Bachelor’s degree in Engineering or related field with 2+ years in HVAC or technical support.

Responsibilities

• Serve as a Level II technical escalation point for parts‑related issues.
• Analyze customer cases involving part identification, applicability, configuration, and product 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.

Skills

HVAC knowledge

Troubleshooting

Communication

Cross-functional collaboration

Education

AA/AS in related field

BA/BS in Engineering

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.

Key Responsibilities

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

Thisposition may be entitled to short‑term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• 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.

Use of AI

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