Mechanical Support Engineer

Job Summary:

The Mechanical Support Engineer uses engineering principles and HVAC knowledge to resolve complex technical issues escalated from other Customer Care teams, ensuring accurate and efficient customer service.

Essential Job Duties and Responsibilities:

• Advises Technical Support Specialists and Field Service Technicians in resolving technical issues.
• Analyzes and diagnoses problems, providing effective solutions to enhance service delivery.
• Communicates complex technical concepts clearly to both technical and non-technical stakeholders.
• Collaborates with cross-functional Engineering and Manufacturing teams to identify areas for improvement and implement best practices.
• Investigate high-level customer complaints to remedy the situation and/or promptly implement corrective measures as required.
• Develops and maintains documentation related to technical processes and troubleshooting procedures.
• Prepares and delivers reports of problem situations and proposed resolutions to manufacturer representatives and external customers.
• Provide post-sales engineering input and support to field modifications, national and local parts sales, and national account teams.

Education and Experience Requirements:

Bachelor’s degree in Engineering, or related technical field, and 2 years’ experience in the HVAC industry.

Knowledge, Skills, and Abilities:

• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent communication skills, with the ability to convey complex ideas in a clear and concise manner.
• Proficiency in Microsoft Office.
• Experience in AutoCAD and SolidEdge is preferred.
• Ability to work collaboratively in a fast-paced environment.

Work Environment:

• Primarily works in a professional, office environment.
• Ability to sit/stand for extended periods of time.
• Ability to ascend/descend stairs unassisted.
• Ability to lift and carry 50 lbs.
• Ability to travel occasionally as needed.
• Work may require periodic visits to a manufacturing facility with exposure to loud noises, seasonal hot and cold temperatures, dust, and chemical fumes.

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.