Commercial HVAC Technical Support Position
1 day ago
This role focuses on delivering expert technical guidance and support to installers, service partners, and internal teams across our commercial HVAC product line.
The primary responsibility is to provide remote technical assistance, troubleshooting, and training to ensure seamless customer experiences. While occasional site visits may be required for complex issue resolution or training purposes, the core task involves responding to technical enquiries, documenting cases, and escalating complex issues when necessary.
Main Responsibilities:- Technical Support & Troubleshooting: Offer comprehensive technical guidance and support via phone, email, or on-site visits to diagnose and resolve product issues in the field. Document cases and assist with escalating complex issues to the Aftersales Manager or factory engineering team when needed.
- Training & Technical Guidance: Deliver hands-on technical training to installers and service technicians on product installation, usage, and fault diagnosis. Provide internal customer service and aftersales staff with technical knowledge to address common customer concerns.
- Documentation & Feedback: Maintain accurate records of technical support cases and reports. Regularly consolidate and report recurring field issues to the factory technical team to inform product improvement initiatives.
- A background in the HVAC industry, preferably with experience in VRF/VRV systems and commercial AC installation. Possession of relevant licenses, such as ARCtick, White Card, and D Licence, is a plus.
- Strong analytical and troubleshooting skills, along with clear communication abilities to explain technical concepts to non-technical stakeholders. Proficiency in common office tools (Excel, Outlook) and experience with CRM or service ticket systems is an advantage.
- Good time management and a customer-centric mindset, with a willingness to occasionally travel to installation or service sites.
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