Technical Support Representative

Armstrong Fluid Technology•City of North Tonawanda, NY

1d•$69,000 - $91,000•Hybrid

About The Position

In this role, you'll provide responsive, technically sound, and customer-focused support to internal and external partners across the US, directly contributing to customer satisfaction, product innovation, and knowledge sharing across the RSEC network. Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet. As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we're creating a legacy that goes beyond business—one that's changing the world for the better.

Requirements

College diploma or university degree in Mechanical Engineering, HVAC Technology, Electrical Engineering, or a related technical field.
2-3 years of experience in technical support, HVAC, hydronic systems, or mechanical building systems.
Familiarity with centrifugal pumps, heat exchangers, and general HVAC applications.
Proficient in Microsoft Office Suite and technical documentation tools.
Strong troubleshooting and root cause analysis capability.
Working knowledge of HVAC application engineering (HVAC Hydronic Systems) and design principles.
Excellent analytical and problem-solving skills with the ability to break down complex technical issues.
Effective communication and interpersonal skills, with a strong customer service orientation.
Self-motivated, organized, and capable of managing multiple tasks in a dynamic, collaborative, in-person environment.

Nice To Haves

Knowledge of building automation systems and communication protocols (e.g., BACnet, Modbus) is considered a strong asset.

Responsibilities

Provide pre-sale technical support and product assistance for Armstrong's HVAC and hydronic systems to internal sales and external customers throughout the US.
Take ownership of technical issues, ensuring resolution with a high degree of responsibility and professionalism.
Collaborate across departments (e.g., Sales Engineering, Product Management, R&D) to develop and propose optimal solution offerings for customers such as sales agencies, consulting engineers, and contractors.
Capture solutions and technical decisions in internal systems for traceability and knowledge sharing.
Participate in or lead technical project teams related to strategic initiatives and product development as requested by the management team.
Assist in developing and maintaining departmental policies, procedures, and support documentation.
Build strong relationships with sales teams and customers by delivering consistent and responsive technical support.
Analyze customer feedback and field experience to recommend improvements to Armstrong's product offerings.
Maintain up-to-date records on customer interactions, competitor insights, and product issues to support continuous improvement and product positioning.
Support company marketing and product initiatives by sharing relevant technical and customer insights.
Provide occasional internal product training sessions and contribute to the development of technical tools and resources.
Participate in RSEC team discussions and alignment meetings across the Americas.
Support special technical projects as assigned by management.
Maintain a proactive mindset, striving for increased business agility, faster response times, and enhanced service quality.
Collaborate on the creation and refinement of internal technical materials, FAQs, and best-practice guides.