Service Engineering Technical Support Specialist
About The Position
The Service Engineering Technical Support Specialist supports the resolution of service parts and product-related technical issues across Commercial HVAC and private branded product lines. Based 100% on-site in Syracuse, NY, this established professional investigates customer questions, assists with basic troubleshooting, and helps resolve escalated cases within a technical call center or service center environment. The position partners with internal teams, suppliers, and field networks to gather information, perform data mining, and analyze structural data to ensure accurate technical information is delivered to satisfy customer requirements.
Requirements
- University Degree with a minimum of 2 years of prior experience; OR an Associate degree (AA/AS) with a minimum of 3 years of experience in HVAC, or technical field.
Nice To Haves
- Theoretical to advanced knowledge of engineering, HVAC, or related discipline combined with a practical baseline understanding of product structures and data files.
- Practical knowledge of large-scale industrial organizational structures, engineering programs, or legacy database systems with the ability to leverage data tools in daily work.
- Prior experience resolving customer problems in a technical call center, service center, or commercial aftermarket support environment.
- Demonstrated background working collaboratively across teams to collect data, resolve configuration gaps, and communicate technical findings clearly to internal stakeholders.
Responsibilities
- Respond to customer calls and support the resolution of technical support cases related to part identification, applicability, and configuration.
- Assist in investigating escalated issues from customer service, distribution, and commercial teams to satisfy customer requirements.
- Use technical knowledge to troubleshoot basic customer issues using BOM structures, catalog data, and available engineering documentation.
- Document findings, identify inconsistencies or gaps in data, and escalate complex or unclear issues to more experienced technical support engineers.
- Perform data mining, gather, and analyze data to improve overall efficiency in products and technical services.
- Review available BOMs, product information, and system data to develop appropriate documentation and response plans for ongoing issue resolution.
- Assist in coordinating with external suppliers to obtain part details or clarification when needed.
- Support ongoing collaboration with Product Engineering, Manufacturing, and other internal teams to track and follow up on open investigations.
- Identify potential issues, errors, or gaps in service BOMs, catalog data (PIC/PIM), or technical documentation.
- Report findings to catalog and engineering teams for correction to improve data accuracy and reduce repeat field issues.
Benefits
- Health Care Benefits: Medical, Dental, Vision
- Wellness incentives
- Retirement Benefits
- Paid vacation days, up to 15 days
- paid sick days, up to 5 days
- paid personal leave, up to 5 days
- paid holidays, up to 13 days
- birth and adoption leave
- parental leave
- family and medical leave
- bereavement leave
- jury duty leave
- military leave
- purchased vacation
- Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
