Sr Technical Support Specialist

Carrier•Kennesaw, GA

1d•$43,500 - $87,500

About The Position

At Automated Logic, a Carrier Company, the Sr Technical Support Specialist provides technical support for customers’ HVAC, lighting, and refrigeration systems. The role supports customers through calls, emails, tickets, and projects, troubleshoots technical issues, reviews building and energy system data, and assists with system startup, commissioning, and recommissioning. The position also coordinates with field operations and supports team development through training, coaching, and documentation. The job description additionally describes an Associate Field Engineer career path and emphasizes hands-on learning, technical problem-solving, and customer service.

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 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 eligibility to be insured 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).
Basic understanding of chiller operation and central plant fundamentals, including relationships among chillers, pumps, cooling towers, and building loads.
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 with BACnet IP, BACnet MS/TP, or 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 on time, including posting work orders, logging incoming calls, maintaining commissioning documentation, and completing other required updates.
Review technical documents such as wiring diagrams and as-builts.
Support customers 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 each customer’s customized procedures and protocols.
Use effective questioning and listening skills during 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 over the phone.
Adapt to shifts according to work-floor requirements.
Document processes and procedures to support efficient service and first-call resolution.
Provide in-person and virtual training, shadowing, and coaching to team members.
Provide startup, commissioning, and recommissioning of customer HVAC, lighting, and refrigeration systems.