Technical Services Specialist

Airsys Cooling Technologi; East Windsor Hill (CT); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Standby stipend

Discretionary bonuses

Job summary

Airsys is seeking a Technical Services Specialist to independently manage complex support cases, warranty adjudications, and field commissioning oversight. Role involves remote diagnostics, policy application, and collaboration with Engineering and Quality teams.

You will train technicians, improve service workflows, and ensure customer satisfaction while traveling domestically as needed. Strong HVAC controls experience and 3+ years in tech support are required.

Qualifications

• HVAC controls and service experience preferred.
• Minimum 3 years of technical-support or field-service experience.
• Strong analytical, communication, and customer-relations skills.
• Proficiency in ERP and CRM systems; MS Office suite.

Responsibilities

• Serve as authorized decision maker for warranty claims and replacements within monetary limits.
• Analyze service data and recommend corrective actions to Engineering and R&D.
• Author and maintain technical documentation, bulletins, and training materials.
• Conduct technical training programs on-site and at customer facilities to certify technicians in Airsys procedures.
• Evaluate and improve internal service workflows, ERP data integrity, and customer experience metrics.
• Provide expert remote diagnostics and advisory guidance to field technicians; escalate unresolved or systemic issues.
• Act as liaison among customers, Engineering, Supply Chain, and Quality teams to ensure policy alignment.
• Maintain product-knowledge and monitor HVAC and data-center cooling technologies for strategic improvements.
• Participate in rotating after-hours schedule; standby stipend and discretionary bonuses for exceptional service.

Skills

Technical support

Field service

HVAC controls

Customer relations

Analytical skills

Education

High School Diploma or GED

Tools

Salesforce

MS Office

ERP systems

Job description

Location: Remote+ Travel (Las Vegas, NV or Phoenix, AZ Preferred)

Position Summary

The Technical Services Specialist is responsible for independently managing and resolving complex technical support cases, warranty adjudications, and field commissioning oversight in support of Airsys mission-critical products. This role combines advanced diagnostic consultation, process analysis, and policy application to ensure product reliability and customer satisfaction. The Specialist exercises independent judgment on matters materially affecting business operations and represents Airsys in technical training, service-policy implementation, and continuous-improvement initiatives.

Essential Functions

• Serve as company-authorized decision maker for warranty claims, spare-parts approvals, and expedited replacements within established monetary limits.
• Analyze service data and recommend corrective actions or product enhancements to Engineering and R&D.
• Author and maintain technical documentation, bulletins, and training materials used by contractors and distributors.
• Conduct technical training programs on-site and at customer/distributor facilities to certify technicians in Airsys procedures.
• Evaluate and improve internal service workflows, ERP data integrity, and customer experience metrics.
• Provide expert-level remote diagnostics and advisory guidance to field technicians; escalat[e] only unresolved or systemic issues.
• Act as liaison among customers, Engineering, Supply Chain, and Quality teams to ensure alignment of service policies.
• Maintain product-knowledge expertise and monitor emerging HVAC and data-center cooling technologies to guide strategic improvements.
• Participate in rotating after-hours availability schedule; provide remote advisory assistance as needed. This duty is compensated through a fixed standby stipend and occasional discretionary bonuses for exceptional service.

Qualifications

• High School Diploma or GED required; technical training or equivalent field experience in HVAC controls and service preferred.
• Minimum 3 years of progressively responsible technical-support or field-service experience demonstrating independent judgment.
• Strong analytical, communication, and customer-relations skills.
• Proficiency in ERP and CRM systems (Salesforce preferred) and MS Office Suite.

Work Conditions

Primarily office-based, non-manual work. May involve occasional domestic travel (training, commissioning). Requires periodic on-call availability as defined above.