What are the responsibilities and job description for the Lead HVAC Technical Support Specialist position at The Bexar Company?
Lead HVAC Technical Support Specialist
Dallas, TX 75227
About the Company
Our client is a well-established HVAC manufacturing company with over 60 years of industry leadership. Known for their people-first culture and strong reputation in the market, they offer stability, growth, and a highly collaborative environment where employees are truly valued and supported.
This is a high-impact opportunity to join a team that invests in its people, promotes from within, and rewards performance through discretionary bonuses and long-term career growth.
Position Overview
We are seeking a Lead HVAC Technical Support Specialist to serve as the top escalation point for complex technical issues across multiple HVAC product lines, including air handlers, hydronic systems, and packaged equipment.
This is a hybrid-style role combining hands-on field expertise with office-based technical support. When not traveling to job sites, this individual will be based in the Dallas office, providing high-level troubleshooting and guidance to contractors and distributors via phone and email.
Key Responsibilities
• Act as the lead escalation point for advanced technical support cases
• Provide expert-level troubleshooting via phone and email
• Diagnose system issues using field data (pressures, temperatures, airflow, electrical readings)
• Guide contractors through startup, commissioning, and corrective actions
• Interpret and enforce OEM installation and operation manuals (IOMs)
• Support warranty evaluations with clear, defensible findings
• Travel to job sites for unresolved or high-impact issues
• Document all cases within CRM or internal ticketing systems
• Partner with engineering, sales, and quality teams on recurring issues
• Assist with training initiatives and mentor junior technical support staff
Qualifications
• 10 years of HVAC field service experience
• Proven ability to handle complex technical escalations
• Strong expertise in:
– Refrigerant systems and TXV operation
– Airflow diagnostics and static pressure analysis
– Electrical systems and controls troubleshooting
• Experience working with air handlers, hydronic systems, or packaged HVAC equipment
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Experience using CRM or ticketing systems
• Strong communication and conflict resolution skills
• Ability to troubleshoot remotely with limited or incomplete data
Preferred Background
• Manufacturer-side technical support or warranty experience
• Experience supporting multifamily or light commercial HVAC systems
• Familiarity with digital diagnostic tools (Fieldpiece Job Link or similar)
Travel Requirements
• Up to 25% travel
• Includes jobsite diagnostics, escalated issues, and high-priority support cases
Why This Role Stands Out
• 60 years of industry excellence and stability
• Quarterly and annual discretionary bonuses
• Clear path for career growth and advancement
• Collaborative, team-first culture
• Strong leadership and support from internal teams