Controls Support Specialist

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.

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.

• 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.

• 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.

• 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.

• Associate degree in Applied Science, Engineering Technology, or a related technical field preferred.

• Knowledge of mechanical, electrical, and refrigeration systems and equipment.
• Ability to analyze technical issues and develop effective solutions.
• Ability…