Sr Technical Support Specialist
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 designed to improve building efficiency, reduce energy and operating costs, and enhance indoor air quality, occupant comfort, and productivity. The Sr Technical Support Specialist supports customers and field operations by providing technical assistance, analyzing building systems and energy data, and helping commission and optimize HVAC, lighting, and refrigeration systems. The position also documents service activity and procedures, supports multiple customers using their specific protocols, and provides training and coaching to team members. The posting describes the role as an opportunity to develop expertise through hands-on troubleshooting and ongoing learning.
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 insurability by the company's insurance carrier.
- Ability to lift 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 for HVAC, lighting, and refrigeration.
- Prior experience in HVAC, mechanical systems, and/or Building Automation Systems (BAS).
- Willingness and ability to develop knowledge of chiller operations, troubleshooting, and critical cooling systems through on-the-job training.
- Solid understanding of IP networking and computer fundamentals.
- Third-party integration experience, including BACnet IP, BACnet MS/TP, or Modbus.
- Ability to interpret system graphics, alarms, trends, and operational data for 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 on time, including work orders, incoming-call logs, commissioning documentation, and other required updates.
- Review and understand technical documents such as wiring diagrams and as-builts.
- Provide customer support through calls, emails, tickets, and special projects.
- Analyze systems and energy data to identify opportunities for energy optimization.
- Understand field-level equipment operation and coordinate with the Field Operations team.
- Support multiple customers while following their customized procedures and protocols.
- Use questioning and listening skills to communicate effectively by telephone.
- Resolve problems by clarifying issues, researching answers and alternatives, implementing solutions, and escalating unresolved problems.
- Handle calls professionally and build positive rapport with different types of customers.
- Display flexibility with 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
- 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 coverage
- Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account
- Tuition assistance
- Position may be entitled to short-term cash incentives, subject to plan requirements
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
