Customer Service HVAC Technical Support

Now Hiring: Customer Service HVAC Technical Support

Position: Customer Service HVAC Technical Support

Location: Stafford, TX

Schedule: Mon-Fri | 7:00am - 3:30pm

Pay: $23-$28

The Houston branch of Openwork has partnered with a manufacturing company to add aCustomer Service HVAC Technical Support employee to their team. This is a temporary to permanent position. Our client values a growth-minded individual with goals, and require someone with strong HVAC & Administrative experience.

• Serve as the first-line technical expert supporting the companies portable air conditioning equipment.
• Diagnose refrigeration, electrical, airflow, condensate management, and control system issues through telephone, email, video conferencing, and digital communication platforms.
• Guide customers and field technicians through structured troubleshooting procedures to minimize equipment downtime.
• Determine whether field repairs, component replacement, or factory return is the most appropriate resolution.
• Maintain an exceptional first-call resolution rate whenever possible.
• Assist customers in interpreting alarms, error codes, wiring diagrams, and service manuals.
• Deliver a professional, courteous, and solution-oriented customer experience on every interaction.
• Build long-term relationships with dealers, rental companies, contractors, distributors, and end users.
• Communicate complex technical information clearly to individuals with varying levels of technical expertise.
• Demonstrate patience, empathy, and ownership throughout the service process.
• Escalate customer concerns appropriately while maintaining a sense of urgency and accountability.
• Review incoming warranty requests for completeness and accuracy.
• Ensure warranty claims comply with established warranty policies and procedures.
• Accurately document:
  • Failure analysis.
  • Troubleshooting performed.
  • Labor authorization.
  • Parts replaced.
  • Root cause findings.
  • Photographs and supporting documentation.
• Coordinate replacement parts and warranty approvals.
• Maintain complete digital records for future product quality analysis.
• Entering and maintaining warranty claims.
• Updating CRM and customer service databases.
• Maintaining detailed electronic service records.
• Managing technical documentation.
• Creating service reports.
• Processing repair authorizations.
• Monitoring customer communication through email, phone, chat, and other digital platforms.
• Utilizing Microsoft Office Suite, ERP systems, CRM software, warranty databases, and digital communication tools with accuracy and efficiency.

• Associate degree or equivalent technical education preferred.
• Minimum 3 years of HVAC, refrigeration, electrical, mechanical, or industrial equipment troubleshooting experience.
• EPA Section 608 Certification preferred.
• Strong understanding of refrigeration systems including:
  • Compressors.
  • Expansion devices.
  • Refrigerant circuit.
  • Electrical controls.
  • Fan motors.
  • Variable Frequency Drives (VFDs).
  • Sensors.
  • Electrical schematics.
• Ability to read wiring diagrams and refrigeration schematics.
• Excellent verbal and written communication skills.
• Strong organizational and documentation skills.
• High proficiency with Microsoft Office and modern digital business software
• Experience with ERP, CRM, warranty management, or service management software is highly desirable.

• Medical, Dental, Vision.
• 401k.
• PTO/Vacation.

Openwork is an Equal Opportunity Employer EOE.