HVAC Commercial Product Support Specialist
2 days ago
This is a technical support specialist role based primarily in an office, supporting aftersales activities across commercial HVAC product lines. While occasional site visits may be required for training or complex issue resolution, the core responsibility is to provide remote technical guidance and support to service partners, installers, and internal teams.
Key Responsibilities:- Technical Support & Troubleshooting
- Respond to technical enquiries from installers, service partners, and internal aftersales teams via phone, email, or on-site visits
- Diagnose and resolve product issues occurring in the field; document and report cases
- Assist with escalating complex issues to the Aftersales Manager or factory engineering team when needed
- Training & Technical Guidance
- Deliver technical training to installers and service technicians on product installation, usage, and fault diagnosis
- Support internal customer service and aftersales staff with technical knowledge to help them 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 support product improvement initiatives
Requirements:
- Background in the HVAC industry, with knowledge of VRF/VRV systems and commercial AC installation
- Hands-on experience in field diagnostics, repair, or aftersales technical support preferred
- Possession of relevant licenses preferred, including ARCtick license, White Card, and D License
- Strong analytical and troubleshooting skills, with a logical and proactive approach
- Clear communication skills, with the ability to explain technical concepts to non-technical stakeholders
- Proficiency in common office tools (Excel, Outlook); experience with CRM or service ticket systems is a plus
- Fluent in English (written and verbal)
- Good time management and a customer-first mindset
- Willingness to occasionally travel to installation or service sites
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