HVAC Technical Service Representative – Controls Focused - Westfield , MA

Mestek, Inc.; Westfield (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Mestek, Inc. is seeking an experienced HVAC Technical Service Representative focused on providing technical support for HVAC products. This role includes troubleshooting, application assistance, and system optimization, primarily through phone and email communication. The ideal candidate should have an Associate's degree in HVAC, hands-on experience with control systems, and familiarity with HVAC operations and industry protocols. The position involves direct customer interaction and may require domestic travel.

Qualifications

• Strong understanding of HVAC system operation and components.
• Hands-on experience with control systems like relay logic.
• Comfortable working directly with customers on technical issues.

Responsibilities

• Provide phone and email support on troubleshooting HVAC system issues.
• Develop deep technical understanding of Mestek control systems.
• Record and document support cases in the ticketing system.

Skills

HVAC system operation

Troubleshooting HVAC systems

Communication protocols (BACnet, LonWorks)

Customer service

Education

Associate's degree or technical school certification in HVAC

Tools

Microsoft Office

Job description

HVAC Technical Service Representative – Controls Focused

Mestek, Inc, a leading HVAC equipment manufacturer, is seeking an experienced HVAC Technical Service Representative to provide technical support for our HVAC products, including troubleshooting, application assistance, and system optimization. This role is primarily focused on providing post-sales support via phone, email, and remote diagnostics, helping customers, contractors, and field technicians resolve issues quickly and efficiently.

As a key member of the technical support team, you will be the go-to person for troubleshooting product issues, answering technical questions, and guiding customers through HVAC system configurations, installations, and control operation. The ideal candidate will have hands‑on experience with HVAC products, a strong understanding of system operations, and the ability to resolve issues efficiently.

Key Responsibilities

• Provide phone-based and email support to customers, field technicians, and contractors on troubleshooting HVAC system issues, focusing on electrical, and controls-related problems.
• Develop and maintain a deep technical understanding of Mestek control systems and related HVAC products.
• Verify control system functionality through hands‑on testing and analysis to ensure reliable operation.
• Collaborate with the engineering team to create and update technical manuals, installation guides, and product documentation.
• Occasionally provide training to customers or field technicians to improve their understanding of product functionality and best practices.
• Record and document support cases in the ticketing system, ensuring a complete log of the issue and resolution for future reference.
• Perform other similar or related duties as required or requested.

Requirements

Position Requirements

• Associate’s degree or technical school certification in HVAC or a related field.
• Strong understanding of HVAC system operation, components, and real-world applications.
• Familiarity with industry-standard communication protocols such as BACnet, LonWorks, Modbus, and N2.
• Hands‑on experience with control systems, including relay logic and analog signals (0–10V, 4‑20mA).
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Comfortable working directly with customers to diagnose and resolve complex technical issues.
• Highly organized, self‑motivated, and capable of analyzing technical problems with clear communication.
• Willing and able to travel domestically on an as‑needed basis.