Technical Support Specialist

About Breeze33: 

Breeze33 is a leader in the HVAC industry, providing cutting-edge heating, ventilation, and air conditioning (HVAC) solutions. We are looking for a knowledgeable and motivated Technical Support Specialist to join our team, offering vital support and guidance to contractors, associates, and clients to ensure the successful installation and operation of our HVAC products. 

Position Overview: 

As a Technical Support Specialist, you will serve as a technical expert in all Breeze33 HVAC products. Your role will involve providing technical support through a variety of channels including phone, email, and in-person. You will offer hands-on training, on-site troubleshooting, and remote support to ensure that Breeze33 products are installed correctly, function as intended, and are maintained efficiently. Your ability to solve complex technical issues, communicate effectively, and train others will be essential to your success in this role. There will be up to 70% travel for this position.

Key Responsibilities: 

• Contractor Training on HVAC Products: 
  Lead in-depth training sessions on the latest Breeze33 HVAC systems and components, ensuring contractors are fully informed about installation processes, best practices, and maintenance procedures. 

• Associate Product Knowledge Training: 
  Provide internal staff with comprehensive technical training on Breeze33 HVAC products, equipping them with the knowledge to assist clients effectively and address their needs. 

• Jobsite Visits & On-Site Troubleshooting: 
  Visit job sites to provide hands-on technical support and troubleshooting for contractors during installation or service. Identify and resolve potential issues related to product compatibility, installation conditions, and system integration. 

• Pre-Installation Project Planning & Support: 
  Work closely with contractors and project managers in the planning phase of projects. Evaluate installation plans to ensure HVAC system specifications are met and potential issues are addressed before installation begins. 

• Service Work Assistance: 
  Offer on-site and remote support for HVAC service work, assisting contractors and technicians with system diagnostics, calibration, and repairs to maintain system performance. 

• Remote Technical Support (Phone/Email): 
  Respond to phone calls and emails from contractors, associates, and clients, providing detailed technical advice and troubleshooting assistance. Use a structured problem-solving approach to guide users through diagnostics, repairs, or installation challenges. 

• Documentation & Knowledge Base Maintenance: 
  Develop and maintain technical support documentation including FAQs, troubleshooting guides, and installation manuals. Contribute to an online knowledge base to assist both internal teams and external customers with self-service solutions. 

• Escalation of Complex Issues: 
  Collaborate with engineering and product development teams on escalated technical issues that require specialized expertise. Provide feedback on common product issues and help drive continuous product improvement. 

• Technical Support Ticket Management: 
  Utilize a ticketing system to track and prioritize support requests, ensuring timely resolution of technical issues. Provide follow-up communication to ensure customer satisfaction after troubleshooting or repair assistance. 

Qualifications: 

• Technical Expertise in HVAC Systems: 
  Strong understanding of HVAC systems, components, controls, and installation practices, with the ability to troubleshoot issues related to airflow, refrigeration cycles, electrical components, and control systems. 

• Experience in HVAC Installation & Service: 
  Hands-on experience with HVAC installations, servicing, or technical support is essential. Experience with troubleshooting common HVAC issues and system configurations is highly preferred. 

• Communication Skills: 
  Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences. 

• Problem-Solving & Troubleshooting Abilities: 
  Demonstrated ability to diagnose and resolve technical issues using a systematic approach, particularly in high-pressure environments. 

• Software & Tools Proficiency: 
  Familiarity with HVAC-related software and diagnostic tools, including building automation systems (BAS), energy management systems (EMS), and airflow or refrigerant diagnostic tools. 

• Custome