HVAC/Telecom Field Support

Pearce Services

6d•Remote

About The Position

The Technical Support Specialist plays a critical role in supporting field technicians by providing real-time troubleshooting guidance for HVAC and critical infrastructure systems across telecom, data center, and field environments. This role directly impacts uptime, service quality, and technician effectiveness by resolving issues quickly, improving first-time fix rates, and identifying trends that drive continuous improvement in training, documentation, and operational processes.

Requirements

3+ years of experience in technical field support, HVAC service, telecom infrastructure, or critical facilities
Strong troubleshooting experience in one or more of the following: Commercial HVAC systems (wall-mount units, split systems, package units), Telecom shelters, CEVs, or hub sites, Data center cooling or critical facility environments
Hands-on experience with: Electrical troubleshooting and meter usage, Reading schematics, wiring diagrams, and blueprints, Low-voltage control systems and alarm circuits, Refrigerant systems and compressor diagnostics
Experience supporting or working alongside field technicians in a service environment
Familiarity with ticketing systems, work orders, and documentation processes
Strong communication skills with the ability to coach and guide technicians remotely
Ability to prioritize and manage multiple support requests in a fast-paced environment
Experience identifying trends and contributing to process or training improvements

Nice To Haves

Experience with OEMs such as Bard, Marvair, Vertiv/Liebert, or Airsys
Background in telecom, commercial HVAC, or data centers
Experience in technical training, mentoring, or leadership roles
Familiarity with remote monitoring systems and alarm diagnostics

Responsibilities

Provide remote technical support to field technicians via phone, messaging, or video
Guide technicians through safe, structured troubleshooting steps for HVAC and critical systems
Assist in diagnosing issues related to commercial HVAC systems, including wall-mount units, split systems, package units, economizers, and controls
Support troubleshooting of electrical systems, including meter usage, wiring diagrams, low-voltage circuits, alarm circuits, and remote monitoring systems
Help identify issues with compressors, refrigerant circuits, and system performance
Ask targeted, structured questions to efficiently diagnose field issues
Determine when to escalate issues to OEMs, vendors, customers, or internal leadership
Document all support interactions clearly within ticketing/work order systems
Identify recurring issues, training gaps, and process inefficiencies
Contribute to the development and improvement of SOPs, troubleshooting guides, and knowledge base content
Partner cross-functionally with operations, field managers, safety, quality, and training teams
Support preventive maintenance insights and field best practices

Benefits

performance and referral bonuses
production incentives
tool/equipment and fuel stipends
company vehicle
per diem or other applicable compensation
comprehensive benefits package
health and life insurance
401k with employer match
paid time off
tuition reimbursement
professional development courses
medical, dental and vision insurance
flexible spending accounts
HSA option
paid vacation
paid holidays
company-matching 401(k) Retirement
Life Insurance
professional development training
company vehicle, phone, laptop, or tablet along with all necessary tools and safety equipment