HVAC Tier II Technical Support Specialist

Lgelectronics; Farmers Branch (TX); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) Retirement Savings Plan

Generous Paid Time Off program

Access to mental health resources

Job summary

Lgelectronics, located in Farmers Branch, Texas, is seeking a Tier 2 Technical Support Specialist specializing in Air Conditioning Technologies. This role involves providing advanced technical support, troubleshooting, and collaborating with engineering and Customer Care teams to resolve complex HVAC issues.

The ideal candidate will have a degree in HVAC, Engineering, or Electronics and at least 2 years of relevant experience. Comprehensive benefits include medical coverage, a 401(k) plan, and generous Paid Time Off.

Qualifications

• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• EPA Certification and/or NATE Certification is a plus.

Responsibilities

• Deliver second‑level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues.
• Document solutions and contribute to knowledge base articles.

Skills

HVAC system diagnostics

Problem-solving

Communication skills

CRM ticketing systems

Education

Associate’s or Bachelor’s degree in HVAC, Engineering, or Electronics

Tools

Salesforce

ServiceNow

Job description

Job Summary

Tier 2 Technical Support Specialist – Air Conditioning Technologies

Responsibilities

• Deliver second‑level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care, and field service teams to resolve complex problems.
• Document solutions and contribute to knowledge base articles.
• Mentor Tier 1 agents and assist with training and Q&A sessions.
• Identify and report recurring issues to support product and process improvements.
• Maintain high levels of customer satisfaction through professional communication.
• Participate in ongoing product training and certification programs.
• Maintain key performance indicators (KPIs).
• Log all interactions and resolutions in the CMS system.
• Provide parts support and assist callers across all product types.
• Stay current with product literature and manuals.
• Coordinate with other technical support agents to ensure seamless service.

Qualifications

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent problem‑solving and communication skills.
• Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

Salary Range

$65,000 – $75,000 USD

Benefits for Full‑Time Employees

• No‑cost employee premiums for you and your eligible dependents for medical, dental, vision, and prescription benefits.
• Auto enrollment with immediate vesting of company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program including company holidays and a combined bank of paid sick and vacation time.
• Performance‑based short‑term incentives (varies by role).
• Access to confidential mental health resources and personal fitness goal incentives.
• Family‑oriented benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group rate life and disability insurance.

Benefits for Temporary/Contractors

• Eligible for the relevant benefit programs offered through partner agencies.

EEO Statement

All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, genetic information, protected veteran status or any other characteristic protected by applicable federal, state or local law.

Additional Information

For accommodation requests, please contact 973‑477‑7090 or [e-mail].

In addition, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including skill set, experience, licensure, certifications, internal equity, and other business needs. Geographic pay differentials may be considered in final offers.