Lead Technical Support Specialist - HVAC

The Bexar Company; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

The Bexar Company in Dallas, TX, is seeking a Lead Technical Support Specialist to provide advanced HVAC troubleshooting and field support. This office-based role requires occasional travel to customer sites to resolve complex issues that cannot be addressed remotely.

You will lead escalations, guide contractors and distributors, and collaborate with engineering and product teams to improve equipment reliability. Strong communication and hands-on HVAC expertise are essential.

Qualifications

• 8+ years of hands-on HVAC field service experience.
• Deep knowledge of air handlers, hydronic systems, and packaged units.
• Strong troubleshooting and diagnostics skills across mechanical and electrical issues.
• Ability to guide technicians remotely and communicate clearly with contractors.

Responsibilities

• Lead escalated HVAC troubleshooting and complex equipment issues.
• Provide advanced technical support to contractors and distributors by phone and email.
• Diagnose performance issues using refrigerant pressures, temps, airflow, and electrical readings.
• Guide field technicians through startup, commissioning, troubleshooting, and corrective actions.
• Interpret installation, operation, and maintenance manuals to ensure proper performance.
• Conduct on-site evaluations when remote resolution isn't possible.
• Assist with warranty investigations by evaluating failures.
• Maintain detailed service records and resolutions in CRM/ticketing systems.
• Collaborate with engineering, quality, sales, and product teams to identify recurring issues.
• Mentor junior team members and help resolve challenging customer situations.

Skills

HVAC field service

Troubleshooting

Electrical diagnostics

Remote guidance

Field travel

Tools

CRM platforms

Ticketing systems

Microsoft Office

Job description

Lead Technical Support Specialist – HVAC

Location: On-Site / Office-Based with Occasional Field Travel

Employment Type: Full-Time

Industry: HVAC Manufacturing

About the Opportunity

We are seeking an experienced Lead Technical Support Specialist to provide advanced technical expertise and troubleshooting support for a well-established HVAC equipment manufacturer. This position is ideal for a seasoned HVAC professional with extensive field service experience who enjoys solving complex technical challenges, supporting contractors, and serving as a trusted technical resource.

The Lead Technical Support Specialist will serve as the primary escalation point for challenging service issues across a variety of HVAC equipment, including air handlers, hydronic systems, and packaged units.

This is primarily an office-based position, providing technical guidance to contractors and distributors via phone and email, with occasional field visits required to resolve complex issues that cannot be addressed remotely.

Key Responsibilities

• Serve as the lead technical resource for escalated HVAC troubleshooting and complex equipment issues.
• Provide advanced technical support to contractors, distributors, and service professionals through phone and email communication.
• Diagnose equipment performance issues by analyzing refrigerant pressures, temperatures, airflow measurements, electrical readings, and other diagnostic data.
• Guide field technicians through equipment startup, commissioning, troubleshooting, and corrective actions.
• Interpret manufacturer installation, operation, and maintenance manuals to ensure proper equipment performance and compliance with specifications.
• Conduct on-site evaluations and diagnostics when technical issues cannot be resolved remotely.
• Assist with warranty investigations by evaluating equipment failures and providing accurate technical findings.
• Maintain detailed service records, troubleshooting documentation, and case resolutions within CRM or internal ticketing systems.
• Collaborate with engineering, quality, sales, and product teams to identify recurring equipment issues and recommend improvements.
• Support technical training initiatives and provide guidance and mentorship to junior technical support team members.
• Help resolve challenging customer situations through clear communication, technical expertise, and effective problem-solving.

Qualifications

• 8+ years of hands-on HVAC field service experience, including advanced troubleshooting and diagnostics.
• Strong technical knowledge of HVAC equipment, including air handlers, hydronic systems, and packaged HVAC units.
• Advanced understanding of refrigerant systems, thermostatic expansion valves (TXVs), airflow diagnostics, and static pressure analysis.
• Experience troubleshooting HVAC electrical systems, controls, and equipment performance issues.
• Demonstrated ability to diagnose complex mechanical and electrical problems using field measurements and technical information.
• Ability to guide technicians through troubleshooting remotely, even when information is limited or incomplete.
• Strong understanding of HVAC installation, startup, commissioning, and service procedures.
• Excellent communication and customer service skills, with the ability to explain technical solutions clearly to contractors and distributors.
• Experience managing technical escalations and resolving challenging customer situations professionally.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Familiarity with CRM platforms or technical support ticketing systems.
• Ability to travel to customer sites as needed for advanced troubleshooting.

Preferred Qualifications

• Previous experience in HVAC manufacturer technical support, product support, or warranty evaluation.
• Experience supporting multifamily residential or light commercial HVAC applications.
• Familiarity with digital HVAC diagnostic tools, such as Fieldpiece Job Link or similar platforms.
• Experience training or mentoring HVAC service technicians.