Senior Technical Support Specialist

Armstrong Fluid Technology; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Armstrong Fluid Technology is seeking a Technical Support & Field Service Specialist to resolve customer issues and support sales teams. The role is based in North Tonawanda, NY, with travel to projects regionally.

You will provide on-site training, troubleshoot equipment, and collaborate across teams on product improvements. Ideal candidates have 2 years of college in electrical/building controls or HVAC-related experience, strong technical aptitude, and the ability to work autonomously and

Qualifications

• Two-year technical diploma or higher in electrical/building controls preferred.
• Strong technical aptitude and teamwork in fast-paced environments.
• Experience with engineering, manufacturing and distribution in industrial settings.
• Experience on technical support or customer service teams; training experience is a plus.
• Knowledge of centrifugal pumps, heat exchangers, and building automation protocols is essential.

Responsibilities

• Provide excellent technical support in office or on-site.
• Assist customers with problematic equipment and offer solutions.
• Respond to technical inquiries and provide on-site or online support.
• Conduct on-site training seminars for regional representatives and customers.
• Travel to projects regionally to troubleshoot and assist with start-ups (approx. 20%).
• Collaborate with teams to improve products and processes; initiate corrective actions.

Skills

Technical support

Customer service

HVAC/Controls knowledge

Public speaking/ training

Education

Electrical or building controls diploma/degree

Tools

BACnet

Modbus

Tridium Niagara

Job description

Imagine working at the forefront of technology in mission-critical buildings/infrastructures industries, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence of nearly 100 years that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative technical and marketing minds, united by a shared mission to help our customers elevate building performance. Through smarter, more efficient solutions, we are helping to shape a more sustainable and carbon neutral world.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that improve energy efficiency, reduce environmental impact, and support the infrastructure our communities depend on every day. Every contribution helps lower global carbon footprints and brings us closer to a cleaner, more resilient future. Together, we’re creating a legacy that goes beyond business, one that’s making our cities, and the world, more sustainable.

The Technical Support & Field Service Specialist is responsible for successfully resolving issues identified by Armstrong’s customers, end users and sales teams.

Customer Support

This position is located in North Tonawanda, NY, with possible travel. In addition to annual initiatives, the key accountabilities of this position are:

• Provide an excellent technical support in an office-based environment or at times, on-site technical support to our local customer base.
• Assist customers for problematic equipment and offer economic solutions.
• Respond to customer technical inquiries and provide technical support, on-line or on-site.
• Provide on-site training seminars for regional representatives and customers.
• Travel to various projects in their local region to troubleshoot problematic jobs or assist with start-up and commissioning on Armstrong supplied equipment. (20% of scheduled time).

Coordination

• Perform numerous other departmental assignments as required.
• Make recommendations and collaborate with other teams within organization and vendors to improve products or processes.
• Initiate corrective action reports if required.
• Implement recommendations relating to method improvements and cycle time reductions

Role Requirements

• Minimum of two (2) years college technical diploma or degree in electrical or building controls preferred, but HVAC diploma/degree or five (5) years HVAC / Controls industry experience will be considered.
• Incumbent must have a strong technical aptitude and the ability and willingness to work as a team member in a fast paced and continuously changing environment, carrying out assignments to completion with minimum supervision.
• Two years experience working with engineering, manufacturing and distribution operations in an industrial environment.
• Experience on a technical support and/or customer service type team. Public speaking / training experience is an asset.
• Strong knowledge of centrifugal pumps, heat exchangers, building automation controls, building automation communication protocols such as BACnet and Modbus is a must.
• Experience working with Tridium Niagara and wireless networking experience is a definite asset.
• Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
• Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations.
• Strong, team-oriented leadership skills with presence and a bias for action.
• Self-directed with ability to work autonomously and collaboratively and a focus on results.
• Ability to communicate in an open and authentic manner in all situations
• Bilingual is preferred.