HVACR Technician Support Specialist

Position: Technician Support Specialist 

Department: Service 

Reports To: Service Manager 

FLSA Status: Non-Exempt   

Experience: Minimum 5 years of related HVAC-R field experience required 

Position Summary

The Technician Support Specialist is responsible for providing field support, technical guidance, problem-solving resolution, and training for HVAC, refrigeration and food service equipment field technicians and apprentices. This is a support position, does not have direct reports, and performs work independently with limited supervision. 

Essential Functions/Responsibilities

•  Provide mentorship, technical and troubleshooting support for field technicians. 
•  Develop, execute, and update effective field orientation & training for field technicians and customers.
•  Identify individual technician skills, abilities, and areas of knowledge development.   
•  Collaborate with appropriate personnel to develop and execute action plans for technician knowledge development. 
•  Maintain field training records according to company procedures. 
•  Coordinate field technician labor utilization efficiencies in conjunction with appropriate personnel. 
•  Create and maintain customer value through effective follow-up between customers, vendors, and field technicians.   
•  Coordinate and provide resolution for escalated work order issues. 
•  Demonstrate reliability by practicing timely and effective communication utilizing all relevant telecommunication methods. 
• Demonstrates effective communication, assertiveness, versatility, and follow-through in responding to customer needs. 
• Sets and achieves individual goals and supports department goals by contributing to a team environment. 
• Demonstrates professionalism, timeliness, accuracy, and projects a positive company image in all assigned duties.  
• Travel to worksite locations to provide direct on-site technical training and assistance where appropriate. 

Marginal Functions/Responsibilities

•  Provide support to sales, service quoting, parts and other departments as needed. 
•  Other duties as assigned by authorized personnel.  

Education/Training Requirements

•  EPA Universal Certification Required 
•  OSHA 10 Certification desired Experience Requirements 
•  Minimum 5 years of related field experience required 

Licensing Requirements

•  Valid Class D driver’s license and commercial insurability required 

Skills/Abilities Requirements

• Excellent verbal and written communication skills that foster a culture of teamwork and inclusion.
• Strong attention to detail with an emphasis on safety and accuracy.
• Ability to perform effectively in a high stress, fast-paced environment.
• Ability to resolve conflict for internal and external customers.
• Computer proficiency and experience with common software applications. 
• Ability to effectively learn new software applications independently. 
• Ability to properly use safety equipment as appropriate to the work.

LANGUAGE SKILLS

• Ability to read, write and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

Stationary Position: Able to remain in a stationary position 50% of the time. 

Move: Frequently required to stand, walk, bend, crawl and sit.

Operate: Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Frequently operates power tools. Occasionally operates a forklift, torch, and welding equipment.

Ascend/Descend: Occasionally ascends/descends a ladder to maneuver around equipment and commercial buildings including rooftops.

Positions self: Occasionally required to work in restricted spaces, from a prone position.

Communicate: Able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Able to use proper hand signal communication to direct a crane operator.

Observe/Inspect: Able to observe details at close range, distance range, peripherally and with the ability to adjust focus.

Transport: Must be able to occasionally lift and/or move up to 100 pounds. 

Exposed to: Occasionally exposed to above-average noise levels consistent with power tools and compressors. Occasionally exposed to outdoor weather conditions.