Sr Technical Support Specialist

Carrier • CAFLO: Carrier-Home Florida Remote Location, Remote City, FL, 33412 USA, FL

2d • $43,500 - $87,500

About The Position

Carrier Global Corporation is a global provider of intelligent climate and energy solutions. Automated Logic (ALC), a Carrier company, develops and supports intelligent building solutions that help customers operate buildings efficiently, reduce energy and operating costs, and improve indoor air quality, occupant comfort, and productivity.

The Sr Technical Support Specialist supports customers and field operations with technical service for building systems. The role involves handling customer inquiries through calls, emails, and tickets; troubleshooting and researching problems; reviewing technical documentation; analyzing systems and energy data for optimization opportunities; and supporting HVAC, lighting, and refrigeration system startup, commissioning, and recommissioning. The specialist also documents processes and procedures, completes required service paperwork, and trains or coaches team members. The role requires participation in an on-call rotation after onboarding, flexibility to work shifts as required, and the ability to perform physical tasks and work at height.

Requirements

• At least 3 years of experience in HVAC, mechanical systems, and/or Building Automation Systems (BAS) with a high school diploma, or at least 1 year of such experience with a bachelor's degree.
• At least 2 years of experience with chiller system operation and central plant fundamentals, including the relationship between chillers, pumps, cooling towers, and building loads.
• At least 1 year of experience with Microsoft 365 applications.
• Ability to participate in an on-call rotation after completing onboarding.
• Valid, current driver's license and ability to be insured by the company's insurance carrier.
• Ability to lift items up to 50 pounds and perform physical tasks such as squatting and climbing for extended periods.
• Ability to work more than 8 feet above grade and proficiency using ladders and motorized lift equipment.

Nice To Haves

• Knowledge of controls applications related to HVAC, lighting, and refrigeration.
• Prior experience in HVAC, mechanical systems, and/or Building Automation Systems (BAS).
• Willingness and ability to develop further knowledge of chiller operations, troubleshooting, and critical cooling systems through on-the-job training.
• Solid understanding of IP networking and computer fundamentals.
• Experience with third-party integrations, including BACnet IP, BACnet MS/TP, and Modbus.
• Ability to interpret system graphics, alarms, trends, and operational data to support remote troubleshooting.
• Experience in customer-facing technical support, service, commissioning, or operations environments.
• Strong analytical and problem-solving skills and ability to learn new technologies and systems quickly.

Responsibilities

• Complete paperwork and updates on time, including work orders, incoming-call logs, commissioning documentation, and other required records.
• Review technical documents, including wiring diagrams and as-built documentation.
• Provide customer support through calls, emails, tickets, and special projects.
• Analyze systems and energy data to identify potential energy-optimization opportunities.
• Understand field-level equipment operation and coordinate with the Field Operations team.
• Support multiple customers while following their customized procedures and protocols.
• Use effective questioning and listening skills in telephone communications.
• Resolve problems by clarifying issues, researching answers and alternatives, implementing solutions, and escalating unresolved problems.
• Handle calls professionally and build rapport with different types of customers.
• Adapt to shifts as required by work-floor needs.
• Document processes and procedures to support efficient service and first-call resolution.
• Provide in-person and virtual training, shadowing, and coaching to other team members.
• Start up, commission, and recommission customer HVAC, lighting, and refrigeration systems.

Benefits

• Medical, dental, and vision coverage; wellness incentives.
• Retirement benefits.
• Paid vacation, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; and paid holidays, up to 13 days.
• Birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, military leave, and purchased vacation.
• Short-term and long-term disability.
• Life insurance and accidental death and dismemberment coverage.
• Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
• Tuition assistance.
• The position may be eligible for short-term cash incentives, subject to plan requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior