HVAC Technical Service Specialist
About The Position
Allied Air Enterprises is seeking a skilled HVAC Technical Service Specialist to join their Technical Services Team. This role provides advanced technical assistance to distributors and dealers to resolve complex HVAC system issues. The specialist will support the Technical Service Quality Lead in managing technical support escalations and quality issues, aiming to deliver a best-in-class customer experience. This position requires strong troubleshooting capabilities, in-depth product knowledge, excellent communication skills, and the ability to collaborate effectively across multiple teams, including technical support, engineering, manufacturing, customer service, and product management, to support issue resolution and continuous improvement initiatives.
Requirements
- High school diploma or equivalent required
- 5+ years of HVAC technical service or field experience
- Advanced knowledge and experience in troubleshooting residential and/or commercial HVAC equipment
- Ability to handle and prioritize multiple technical requests effectively
- Ability to work collaboratively with cross-functional teams and adapt to a fast-paced environment
- Excellent communication and interpersonal skills, with customer-centric mindset
Nice To Haves
- Associate degree, HVAC certification, or equivalent technical training preferred
Responsibilities
- Support the Technical Service Quality Lead in resolving complex technical support escalations.
- Provide advanced troubleshooting support for technical consultants on complex issues, collaborating with engineering, manufacturing, and other teams as needed.
- Track escalated issues to identify trends, knowledge gaps, and opportunities to improve first-contact resolution.
- Provide phone and/or email support to distributors and dealers during periods of high call volume, staffing shortages, or complex escalations, as needed.
- Support the Technical Service Quality Lead in resolving widespread quality issues.
- Support coordination with manufacturing, product service coordinators, and cross-functional teams to drive root-cause analysis and resolution of escalated quality issues.
- Assist in communicating Service Flash status updates to customers through AlliedConnect™, monthly meetings, and other channels to ensure timely and consistent updates.
- Assist in gathering accurate issue documentation and compiling KPI/trend reporting.
- Support the Technical Service team in improving processes, tools, and knowledge accuracy to enhance efficiency and customer experience.
- Drive Salesforce improvements to simplify request submission, tracking, and visibility for both customers and internal teams.
- Assist in developing and maintaining standard operating procedures (SOPs), troubleshooting checklists, and technical knowledge content, including AI tools, ensuring accuracy and consistency across the team.
- Support definition and tracking of team skill competencies by identifying knowledge gaps, auditing technical support calls, and helping improve overall technical capability and consistency.
- Other duties as assigned.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- up to 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 12 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
