HVAC Technical Specialist (Remote)

Balco, Inc.•,

11d•Remote

About The Position

The HVAC Technical Specialist serves as a frontline technical expert supporting contractors, distributors, field technicians, representatives, and internal teams across RectorSeal's HVAC, plumbing, electrical, load management, and related product portfolios. This role is responsible for delivering high-quality technical support, troubleshooting complex application issues, enabling customer success, and providing actionable field intelligence that drives product improvement, operational excellence, and business growth. Today's technical support environment extends well beyond answering product questions. Customers expect rapid, accurate, multi-channel support, system-level expertise, digital self-service resources, and proactive problem resolution. The HVAC Technical Specialist plays a critical role in meeting these expectations by combining technical expertise with customer advocacy, data-driven decision making, and cross-functional collaboration. This position serves as a key connection between the field and business functions, including Technical Services, Product Management, Engineering, Quality, Sales, Marketing, Operations, and Customer Service.

Requirements

High school diploma or equivalent required
Minimum 5 years of HVAC industry experience with strong knowledge of installation, service, troubleshooting, commissioning, and field applications
Demonstrated experience supporting contractors, distributors, technicians, or customers in technical support, field service, training, or applications roles
Experience utilizing CRM platforms, knowledge management systems, remote support tools, and digital communication channels.
Proficiency with Microsoft Office applications and modern business technologies
Reside in Continental US on a full-time basis

Nice To Haves

Associate or bachelor’s degree in engineering, HVAC, Construction Management, or related technical discipline.
Licensed HVAC technician, contractor, or equivalent industry certification
NATE, EPA, ICC, Master Electrician, Master Plumber, or other relevant industry certifications
Experience with load management, energy management, controls, demand response, electrification, or building automation systems
Knowledge of plumbing systems, electrical systems, construction practices, building systems integration, and code compliance requirements
Experience creating and delivering technical training programs
Experience utilizing AI-powered support tools, knowledge bases, and modern customer support platforms

Responsibilities

Provide technical support for HVAC, plumbing, electrical, load management, and related products through phone, email, chat, SMS, video conferencing, CRM platforms, AI-assisted support tools, and other approved customer support channels
Diagnose product, installation, application, commissioning, and performance issues while delivering timely and accurate solutions
Support contractors, distributors, service technicians, engineers, facility managers, and end users with system-level troubleshooting and application guidance
Evaluate field conditions, installation methods, equipment compatibility, and operational requirements to identify root causes and provide effective resolutions
Escalate complex issues through established processes while maintaining ownership of communication and follow-through until resolution
Deliver a professional, responsive, and customer-focused support experience that strengthens confidence in RectorSeal products and brands
Manage technical inquiries, complaints, warranty-related concerns, and product performance issues while ensuring appropriate documentation and communication
Act as a customer advocate by identifying recurring challenges, support gaps, and opportunities for improvement
Support high-impact customer situations with urgency and professionalism while protecting customer relationships and business outcomes
Maintain expert-level knowledge of HVAC systems, controls, indoor air quality products, refrigeration applications, condensate management, load-shedding technologies, plumbing systems, electrical products, and emerging industry technologies
Develop and deliver technical training for contractors, distributors, sales teams, customer service teams, and internal stakeholders
Support product launches through training, technical documentation review, field readiness activities, and knowledge transfer programs
Contribute to the development and maintenance of knowledge base articles, troubleshooting guides, technical bulletins, FAQs, digital learning content, and self-service support resources
Partner with Sales and Product Management to support product adoption, application reviews, and technical selling activities
Assist customers and channel partners in identifying appropriate product solutions based on application requirements and industry’s best practices
Support trade shows, customer events, webinars, contractor training sessions, and field demonstrations as needed
Help identify market trends, competitive challenges, and customer needs that may influence product strategy and business growth
Accurately document customer interactions, troubleshooting activities, resolutions, product performance observations, and escalation details within CRM and business systems
Monitor support trends and recurring technical issues utilizing CRM data, support analytics, and customer feedback
Provide actionable field intelligence to Product Management, Engineering, Quality, Operations, and Technical Services leadership
Participate in root cause investigations, corrective action efforts, and continuous improvement initiatives.
Support the ongoing development of scalable support processes, AI-enabled support systems, self-service tools, knowledge management resources, and technical service metrics