What are the responsibilities and job description for the HVAC Technical Support Representative position at Ingram's Water & Air Equipment LLC?
Company Overview
Ingram's Water & Air Equipment is a leading e-commerce provider specializing in HVAC products and solutions. We are dedicated to delivering exceptional service and support to our customers through innovative technology and expert knowledge.
Technical Support Specialist (IWAE) Job Information
Job Title: Technical Support Specialist
Department: Customer Service / Technical Support
Reports To: Customer Service Manager
FLSA Status: Non-Exempt (Hourly)
2. Job Summary
The Technical Support Specialist provides advanced product troubleshooting, installation guidance, and escalated technical assistance for customers, dealers, and internal teams.
This role serves as a higher-level technical resource for complex support cases and works closely with Customer Service, Warranty, Sales, and Product teams to ensure accurate and timely issue resolution.
The position is responsible for maintaining technical documentation standards and supporting knowledge transfer across the service organization.
3. Essential Duties and Responsibilities
- Manage escalated technical support cases
- Troubleshoot product installation and performance issues
- Provide advanced diagnostics and corrective recommendations
- Support customers, dealers, and internal service teams
- Document all case findings and resolution steps
- Coordinate with warranty and HVAC technician teams
- Maintain knowledge base and troubleshooting guides
- Identify recurring issue trends and escalate appropriately
- Support training and onboarding for service teams
- Assist with product launch technical readiness
- Maintain SLA and response standards
- Support service recovery and customer satisfaction initiatives
4. Qualifications
Education: High school diploma or GED required; associate degree or HVAC technical certification preferred
Experience:
- 2 years technical support, HVAC troubleshooting, or field service experience
- escalation support experience preferred
Certifications/Licenses: HVAC certification preferred
Skills/Competencies:
- advanced troubleshooting
- customer communication
- documentation
- escalation handling
- product knowledge
- de-escalation
- problem-solving
- attention to detail
5. Physical and Work Environment Requirements
Office and call-center technical environment with prolonged computer and phone use, frequent case documentation, and periodic extended hours during high-volume service periods.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- What is your pay per hour requirements for the role?
Shift availability:
- Day Shift (Required)
Ability to Commute:
- Hickory, KY 42051 (Required)
Work Location: In person
Salary : $48,279 - $64,098