Lead Technical Support Specialist

Job Description

The Lead Technical Support Specialist is responsible for providing technical leadership and coordination within the Technical Support team while serving as an expert resource for advanced product support, warranty administration, and field issue resolution. This role contributes to organizational objectives by improving service quality, supporting team development, resolving complex customer issues, and ensuring consistent execution of technical support processes. The position acts as a bridge between frontline Technical Support Specialists, Engineering, Quality, Manufacturing, Product Management, and leadership teams to drive issue resolution and continuous improvement initiatives.

This role provides functional leadership and day‑to‑day guidance but does not typically have direct supervisory responsibility.

• Serve as the lead technical resource for escalated customer, service, warranty, and field support issues.
• Provide day‑to‑day guidance, coaching, and technical assistance to Technical Support Specialists and other service personnel.
• Assist management in coordinating workload distribution and prioritization of technical support activities.
• Lead investigations of complex equipment failures, recurring field issues, and critical customer concerns.
• Analyze warranty trends, service reports, field performance metrics, and customer feedback to identify opportunities for product and process improvements.
• Collaborate with Engineering, Manufacturing, Quality, Product Management, Sales, and Service teams to develop and implement corrective actions.
• Review and approve complex warranty claims, repair authorizations, replacement recommendations, and service requests within established guidelines.
• Support field service personnel, contractors, customers, and sales representatives with advanced troubleshooting and technical consultation.
• Assist with major customer accounts and high‑priority projects requiring elevated technical support.
• Conduct field visits for equipment inspections, startup support, commissioning activities, root cause investigations, and customer issue resolution.
• Develop and maintain technical support resources including troubleshooting procedures, service bulletins, knowledge base articles, and training materials.
• Monitor support team performance metrics and identify opportunities to improve responsiveness, service quality, and customer satisfaction.
• Facilitate communication between technical support personnel and other departments to ensure timely resolution of customer issues.
• Support product launches, engineering changes, and service readiness initiatives.

• Deliver technical training programs for customers, contractors, distributors, service providers, and internal employees.
• Participate in product development reviews and provide field‑service perspective on design improvements.
• Assist management in developing technical support policies, procedures, and service standards.
• Support hiring, onboarding, and training of new technical support personnel.
• Lead continuous improvement projects focused on warranty reduction, service effectiveness, and customer experience.
• Represent the organization at industry events, customer meetings, and technical training sessions.
• Performs other duties as assigned.

• Requires a high school diploma or equivalent.
• Requires 8+ years of experience in HVAC, refrigeration, controls, field service, technical support, commissioning, warranty administration, 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, HVAC Technology, Electronics, Mechanical Technology, or a related technical field preferred.
• Industry‑recognized HVAC, controls, refrigeration, or technical certifications preferred.
• Prior experience serving as a technical mentor, project lead, or subject matter expert preferred.

• Expert knowledge of HVAC equipment, refrigeration systems, controls, electrical systems, and mechanical…