HVAC Technical Support Lead

Job Description

The HVAC Technical Support Lead is the senior technical authority for support operations, responsible for defining and leading the escalation framework, ensuring mission‑critical systems remain operational, and directly influencing customer satisfaction, revenue protection, and brand reputation across the United States.

As the primary escalation point for complex field issues, the Technical Support Lead partners closely with engineering, manufacturing, quality, and service teams to resolve high‑impact technical challenges. The position shapes support strategy, monitors and reports on performance metrics for the support organization, and ensures consistent knowledge transfer and training across field technicians and technical specialists.

The role is accountable for resolving immediate technical issues and for driving continuous improvement initiatives that enhance system reliability, reduce warranty exposure, and optimize lifecycle serviceability. It requires deep HVAC mechanical and electrical expertise, strong leadership, and the ability to operate effectively under high‑pressure, time‑sensitive conditions.

• Provide technical leadership across the entire support organization.
• Define escalation architecture, performance standards, and resolution metrics.
• Monitor, report and enforce KPIs tied to uptime, warranty reduction, and case resolution efficiency.
• Advise leadership on systemic risk exposure and mitigation strategies.
• Drive continuous improvement initiatives across engineering, service, and manufacturing.
• Lead post‑mortem analysis for high‑visibility system failures.
• Oversee training strategy for technical support teams.
• Coordinate with internal and external engineering to drive Quality and Manufacturing communication to resolve systemic field issues.

High‑level influence on profitability, customer retention, and national field performance standards.

• Protect system uptime in mission‑critical environments.
• Mitigate financial exposure and warranty risk.
• Safeguard customer relationships and brand equity.
• Interpret wiring diagrams, sequence of operation, and mechanical schematics with precision.
• Guide technicians toward safe, code‑compliant, and performance‑driven solutions.
• Communicate with authority during high‑pressure field events.
• Document technical findings to improve organizational learning.
• Travel as required to resolve high‑impact cases or support national initiatives.

• Advanced diagnostic expertise in commercial HVAC mechanical and electrical systems.
• Strong working knowledge of refrigeration circuits, airflow dynamics, safety controls, and system integration.
• High‑level proficiency interpreting complex wiring diagrams and control schematics.
• Deep understanding of commercial HVAC controls platforms and safety standards.
• Ability to analyze systemic patterns and perform root cause analysis.
• Clear, confident technical communication during live service events.
• Strong professional judgment and customer‑facing composure.
• Capacity to manage multiple escalations under time‑sensitive conditions.
• Business awareness of warranty exposure, uptime risk, and customer retention impact.