HVAC&R Product Support Engineer

KCC Manufacturing•Louisville, KY

62d

About The Position

As an HVAC Product Support Engineer, you will become the go-to technical expert on a single product. The product line being supported is a packaged rooftop HVAC unit with a diverse set of applications and features. You'll play a crucial role supporting the sales, field support, engineering, quality, and manufacturing departments, and will interact with many others within the company. The product line is partially released and is in the final stages of development for a phased release of the product. In this role you will learn the ins-and-outs of the applications, controls sequence, design decisions, and manufacturing for the product. Provide guidance to engineering from sales' perspective, and guidance to sales from an engineering's perspective. Take your technical knowledge to improve the sales message and better target our customers. In this role, you will participate in lab testing and validation to familiarize yourself with the product and its limitations and contribute to continuous improvement efforts. You will sit in on new product development meetings to understand the design decisions and results. This is an adaptive role that fills the most pressing needs of anything that would maximize the success of the product. Our goal is to provide our customers with a reliable product that perfectly fits their needs, and providing world-class support through the entire lifecycle of the product.

Requirements

Must be able to meet safety/physical requirements.
Must meet educational or equivalent field experience: Bachelor's degree in engineering or related technical degree; or 5+ years holding a journeyman license and working on commercial HVAC systems, such as chillers, large packaged rooftop units, boilers, or air handlers.
2+ years of prior work experience in a technical role (engineering, HVAC commissioning, technician, laboratory, technical sales, thermal design, product development, etc.)
Excellent communication and interpersonal skills.
Proactive with reaching out to other departments and information gathering.
Strong computer literacy and Microsoft Office Suite experience (Excel, Outlook, Word).

Nice To Haves

Previous customer service, support, or customer interaction experience.
Experience working on an engineering team developing physical manufactured products.
2-5 years of experience working with HVAC equipment in the field or at a manufacturer.
Strong understanding of HVAC controls, DX refrigerant systems, energy recovery, or applications for packaged rooftop systems.
Applicable experience with HVAC standards for ASHRAE, AHRI, or other building codes.

Responsibilities

Develop your knowledge on technical design of the units, including, but not limited to, unit controls, coil design, typical applications, component layout and selection, cabinet design, fans, and all technical unit configurations.
Know and understand the selection tool and ordering process.
Review warranty submissions with the warranty management team and provide feedback on opportunities for improvement or product enhancements.
Answer field tech support and pre-sales support calls on the equipment to resolve issues.
Learn how to read the unit controls to effectively help troubleshoot as field issues arise.
Stay up to date with new product development on product expansion.
Support the application engineers, regional sales managers, and technical support personnel to improve and expand their knowledge on the equipment.
Understand the competitors in the market and provide recommendations to improve our positioning.
Review technical literature for improvements or error reduction.
Work with the marketing and technical literature teams to improve our customer facing documentation.
Work with the Learning and Development team to create internal or external training processes for the equipment.