Mechanical Technical Support Development Technician

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.

• Knowledge of mechanical, electrical, and refrigeration systems and equipment.
• Ability to analyze technical issues and develop effective solutions.
• Ability to read and interpret technical manuals, schematics, wiring diagrams, and related documentation.
• Strong verbal and written communication skills.
• Excellent customer service and relationship management skills.
• Strong organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently and collaboratively in a team environment.
• Proficiency with standard office technology and business software applications.

• Ability to communicate effectively in person, by telephone, and through written correspondence.
• Frequent problem solving, analysis, and decision-making involving technical and customer service issues.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to lift and move materials weighing up to 50 lbs.
• Ability to travel periodically and access customer, service, and manufacturing locations as required.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

• Primarily performed in an office environment with regular interaction with customers, service providers, and internal departments.
• Periodic visits to manufacturing, warehouse, and customer locations may be required.
• Exposure to seasonal hot and cold temperatures, dust, noise, and industrial environments during site visits.
• Compliance with all company safety policies, procedures, and applicable regulations.
• Occasional travel required to support field service activities and customer issue…