Customer Service HVAC Technical Support
$47,840–$58,240 year
On-siteStafford, Texas, United States
Job Summary
Serve as the first-line technical expert supporting portable air conditioning equipment by diagnosing refrigeration, electrical, airflow, condensate management, and control system issues through telephone, email, video conferencing, and digital platforms. Guide customers and field technicians through structured troubleshooting to minimize downtime, determine appropriate resolutions such as field repairs or factory returns, and maintain an exceptional first-call resolution rate. Assist users in interpreting alarms, error codes, and service manuals while delivering a professional, solution-oriented experience. Review warranty requests, ensure compliance with policies, and accurately document failure analysis, labor authorizations, and parts replaced. Coordinate replacement parts, process repair authorizations, and maintain complete digital records for product quality analysis.
Required Qualifications
- Minimum 3 years of HVAC, refrigeration, electrical, mechanical, or industrial equipment troubleshooting experience
- Strong understanding of refrigeration systems including: Compressors, Expansion devices, Refrigerant circuit, Electrical controls, Fan motors, Variable Frequency Drives (VFDs), Sensors, Electrical schematics
- Ability to read wiring diagrams and refrigeration schematics
- Excellent verbal and written communication skills
- Strong organizational and documentation skills
- High proficiency with Microsoft Office and modern digital business software
Desired Qualifications
- Associate degree or equivalent technical education preferred
- EPA Section 608 Certification preferred
- Experience with ERP, CRM, warranty management, or service management software is highly desirable
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