Technical Support Specialist - HVAC

Midea America; Plano (TX); Vor Ort; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Midea America in Plano, TX is seeking an HVAC Technical Support Specialist to provide advanced troubleshooting and diagnostic support for contractors, distributors and internal teams via email and phone. You will review technical information, document cases, support warranty investigations, and escalate recurring product concerns through the approved service process.

This in-office role requires strong HVAC experience, the ability to read wiring diagrams and service manuals, and excellent

Qualifikationen

• Five or more years of hands-on HVAC field service, installation, or technical support.
• Strong knowledge of residential HVAC systems and safe service practices.
• Ability to read wiring diagrams, service manuals, and technical docs.
• Proficient troubleshooting, communication and problem-solving skills.
• Ability to document technical cases clearly and accurately.
• Basic proficiency with Microsoft Office and ticketing systems; training provided on internal systems.

Aufgaben

• Provide real-time technical guidance and diagnostic support to HVAC professionals via email and phone.
• Review error codes, wiring diagrams, manuals, and literature; document cases in ticketing system.
• Support warranty investigations and assist with parts identification.
• Identify recurring issues and escalate to management, Quality, and Engineering.
• Collaborate with Customer Service, Parts, Quality, and Product teams to resolve issues.
• Participate in product training and maintain internal knowledge bases.
• Coordinate with various teams as needed to resolve issues.

Kenntnisse

HVAC troubleshooting

Documentation

Customer communication

Reading wiring diagrams

Team collaboration

Ausbildung

HVAC trade school certificate or technical degree

EPA Section 608 certification

Tools

Ticketing systems

Microsoft Office

Jobbeschreibung

Job Summary

The HVAC Technical Support Specialist provides advanced products and troubleshooting support to HVAC contractors, distributors, and internal teams through email and phone support. This position reviews technical information, documents cases, supports warranty investigations, and escalates recurring product concerns through the approved service process. This position is an in-office role in Plano, TX.

Duties/Responsibilities

• Technical Support & Troubleshooting: Provide real-time technical guidance and diagnostic support for qualified HVAC contractors and distributors regarding product operation, installation, and service.
• Documentation & Case Management: Review error codes, wiring schematics, service manuals, and technical literature. Accurately document customer details, diagnostic steps, findings, and resolutions in the ticketing system.
• Warranty & Quality Assurance: Support warranty investigations, assist with parts identification, and help resolve technical escalations.
• Escalation & Field Intelligence: Identify recurring field issues, safety concerns, or suspected quality trends and escalate them appropriately to management, Quality, and Engineering teams.
• Cross-Functional Collaboration: Partner effectively with Customer Service, Parts, Quality, and Product Management teams to resolve complex customer issues.
• Continuous Improvement: Participate in ongoing product training and contribute to the upkeep of internal technical knowledge bases.
• Work with Customer Service, Parts, Quality, Engineering, and Product teams as needed.

Required Skills/Abilities

• Minimum of five (5) years of hands-on experience in HVAC field service, installation, or technical support.
• Strong working knowledge of residential HVAC systems and industry-standard safe service practices.
• Ability to read wiring diagrams, service manuals, and technical documentation.
• Strong troubleshooting, communication, and problem-solving skills.
• Ability to document technical cases clearly and accurately.
• Basic proficiency with Microsoft Office and case or ticket management systems. Training will be provided on Midea internal systems.

Preferred Qualifications

• EPA Section 608 certification.
• HVAC trade school certificate or technical degree.
• Previous technical call center or manufacturer support experience.

Core Competencies

• Customer focus and professional communication
• Accuracy, accountability, and attention to detail
• Teamwork and cross-functional collaboration
• Ability to follow approved procedures and escalation path

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit, and business need.