Controls Support Specialist I

Job Description:

The Technical Support Specialist I provides technical support and warranty assistance for equipment operating in the field. This position serves as a key point of contact for customers, service providers, sales representatives, and internal teams to diagnose issues, coordinate resolutions, and ensure a high level of customer satisfaction. The role contributes to departmental objectives by delivering timely technical guidance, managing warranty-related activities, and supporting the effective operation of customer equipment. Success in this position requires strong problem-solving skills, technical aptitude, and a customer-focused approach.

Primary Duties:

• Provides technical support to customers, sales representatives, contractors, and service personnel regarding equipment operation, troubleshooting, and performance concerns.
• Diagnoses equipment issues by reviewing technical information, interpreting electrical and mechanical diagrams, and guiding field personnel through corrective actions.
• Evaluates warranty claims and repair requests to ensure compliance with company policies, procedures, and warranty terms and conditions.
• Coordinates service activities and supports the deployment of field resources to resolve customer issues in a timely and efficient manner.
• Reviews repair documentation and determines appropriate reimbursement amounts for authorized warranty work.
• Processes replacement part requests and coordinates with internal departments to support equipment repairs and service needs.
• Maintains positive customer relationships by responding promptly to inquiries, concerns, and complaints and ensuring effective issue resolution.
• Investigates complex technical and customer service issues and collaborates with cross-functional teams to implement corrective actions.
• Travels to customer sites, when necessary, to provide technical support and assist with resolution of field service issues.

Primary duties may include, but are not limited to:

• Maintaining detailed records of technical support activities, warranty claims, and customer communications.
• Assisting with the development and improvement of service processes, procedures, and customer support practices.
• Providing technical training and guidance to customers, service providers, and internal personnel as needed.
• Performs other duties as assigned.

Job Requirements

Education and Experience Requirements:

• Requires a high school diploma or equivalent;
• 3+ years of experience in heating, ventilation, air conditioning, mechanical equipment, technical service, field service, customer support, or a related technical environment;
• or any combination of education and experience, which would provide an equivalent background.
• Associate degree in Applied Science, Engineering Technology, or a related technical field preferred.

Knowledge, Skills, and Abilities:

• Knowledge of mechanical, electrical, and refrigeration systems and equipment.
• Ability to analyze technical issues and develop effective solutions.
• Ability to read and interpret technical manuals, schematics, wiring diagrams, and related documentation.
• Strong verbal and written communication skills.
• Excellent customer service and relationship management skills.
• Strong organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently and collaboratively in a team environment.
• Proficiency with standard office technology and business software applications.

Essential and Physical Functions:

• Ability to communicate effectively in person, by telephone, and through written correspondence.
• Frequent problem solving, analysis, and decision-making involving technical and customer service issues.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to lift and move materials weighing up to 50 lbs.
• Ability to travel periodically and access customer, service, and manufacturing locations as required.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Work Environment:

• Primarily performed in an office environment with regular interaction with customers, service providers, and internal departments.
• Periodic visits to manufacturing, warehouse, and customer locations may be required.
• Exposure to seasonal hot and cold temperatures, dust, noise, and industrial environments during site visits.
• Compliance with all company safety policies, procedures, and applicable regulations.
• Occasional travel required to support field service activities and customer issue resolution.
• Regular collaboration with cross-functional teams to ensure effective customer support and service delivery.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.