Field Technical Support Rep

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other HVAC and Refrigeration equipment, plus a full line of aftermarket parts, supplies and accessories. With more than 200 locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada, and over 2,000 employees, our vast footprint, inventory and e‑Commerce platform allow us to provide customers with best‑in‑class service when they need it and where they need it.

Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry, striving to become a world‑class distribution company through relentless pursuit of service excellence.

The HVAC Field Technical Support Specialist is a highly skilled professional responsible for delivering advanced post‑sales technical support to contractors, dealers, and customers through phone, email, text and digital platforms, as well as providing on‑site field support via jobsite visits, equipment startups, system commissioning, and technical training. The role blends deep HVAC expertise with strong customer engagement skills, ensuring proper equipment application, accelerating contractor proficiency, and enhancing overall customer experience.

• Manage multi‑channel support cases from intake through resolution across phone, email, text, and digital platforms with timely follow‑up and high satisfaction standards.
• Diagnose and resolve complex HVAC issues while escalating critical problems appropriately and maintaining stakeholder communication.
• Conduct on‑site technical support including equipment startups, commissioning, troubleshooting, and installation practice evaluation to minimize downtime.
• Deliver technical training to contractors, dealers, and internal teams in classroom and field settings, addressing knowledge gaps with targeted solutions.
• Build contractor relationships as a trusted technical partner while identifying supplemental sales opportunities and promoting company tools and resources.
• Support customer onboarding with product orientation and operational guidance emphasizing best practices in airflow, controls, and refrigerant management.
• Maintain operational documentation in case management systems and stay current on HVAC technologies, controls, and regulatory requirements.
• Drive business impact through regional service initiatives that improve quality, enhance contractor capability, and strengthen organizational partnerships.

• Associate degree (AA/AS) in HVAC or related field preferred.
• Minimum 5+ years of combined HVAC technical and customer support experience.
• Strong troubleshooting background across residential and commercial applications.
• Proven ability to communicate complex technical concepts clearly.
• Comfortable working both independently and collaboratively.
• Strong PC proficiency and ability to learn technical platforms quickly.
• Willingness to travel regionally for job site visits and training events.

• Company Paid Volunteer Time Off
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short‑term and Long‑term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holidays
• 401(k) Plan with Employer Match
• Employee Discount Program

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.