Technical Service Engineer

Gastite; Portland (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading solutions provider in Portland, TN is seeking a Technical Support Engineer to ensure effective customer-facing activities. This role requires strong organizational skills and technical aptitude, with responsibilities in technical support, coordination, and training development. The ideal candidate will have 2-10 years of relevant experience along with a background in HVAC/R and plumbing. Competitive salary and benefits with frequent domestic travel involved.

Qualifications

• 2-10 years of relevant experience preferred.
• Strong organizational skills and technical expertise are necessary.

Responsibilities

• Serve as the primary liaison between internal teams and field personnel.
• Organize and schedule field support activities.
• Document and summarize all technical communications.
• Prepare reports highlighting common issues and resolutions.
• Work closely with cross-functional teams to address product failures.
• Design and manage training modules for internal staff.

Skills

Mechanical Aptitude

Microsoft Office and CAD software

HVAC/R and plumbing, contracting, and industry experience

Frequent domestic travel required

Education

AS Engineering or equivalent through relevant work experience

Job description

Gastite delivers innovative solutions through our core values of safety, quality, people, and customers. We commit ourselves to ensure inclusion, integrity, and excellence as we prosper in all aspects of our business.

Primary Responsibilities

The Technical Support Engineer is based in the Portland office and serves as the primary liaison between internal teams and field personnel. This role ensures timely and effective technical support, training, and compliance across all customer-facing activities. The position requires strong organizational skills, technical expertise, and the ability to manage multiple priorities in a fast-paced environment.

Approximately 60–70% of work will be office-based, focusing on coordination and documentation, while 30–40% involves travel to customer sites for hands‑on training, troubleshooting, and investigations.

Coordination & Dispatch

• Act as the central hub for organizing and scheduling field support activities.
• Coordinate with Applications and Sales teams to ensure timely response to customer needs.
• Manage dispatch logistics and prioritize urgent requests in collaboration with leadership.

Technical Support & Communication

• Serve as the first point of contact for field technicians, providing guidance and solutions.
• Document and summarize all technical communications for internal review and knowledge sharing.
• Analyze recurring issues and implement corrective actions to reduce repeat problems.

Data Management & Reporting

• Maintain detailed call records and service logs for historical analysis and trend identification.
• Prepare reports highlighting common issues, resolutions, and recommendations for process improvement.

Compliance & Standards

• Ensure all activities adhere to relevant codes, safety regulations, and compliance standards.
• Support internal audits and contribute to maintaining certification requirements.

Cross-Functional Collaboration

• Work closely with Engineering, Quality, Procurement, Customer Service, and Operations teams to address product failures, design changes, and R&D initiatives.
• Provide feedback from the field to influence product development and quality improvements.

Training Development & Delivery

• Design, update, and manage training modules for internal staff and external customers.
• Conduct in-person and virtual training sessions to ensure proper product installation and usage.

This role demands extensive product knowledge, practical mechanical skills, and familiarity with plumbing and HVAC/R industry practices. The Technical Support Engineer acts as a critical link between the company and its customers, ensuring technical excellence and customer satisfaction.

Skills Required

• Mechanical Aptitude
• Microsoft Office and CAD software
• HVAC/R and plumbing, contracting, and industry experience
• Frequent domestic travel required, infrequent international travel

Education & Experience preferred

• AS Engineering or equivalent through relevant work experience
• 2-10 years of relevant experience

This list of duties and responsibilities is not intended to be exhaustive. As business needs change, additional duties or responsibilities may be added or removed. Gastite employees are expected to be team players and have a willingness to assist in other tasks on an as-needed basis.