Technical Support Specialist

We are seeking a skilled and customer-focused Technical Support Technician to join our team, specializing in HVAC zoning control systems. This role is critical in delivering prompt, professional, and accurate technical support to contractors, distributors, and end-users. You will be the front line of communication, assisting with product installation, system configurations, warranty claims, troubleshooting, and return processing. Your expertise and guidance will help ensure successful system installations and long-term customer satisfaction., 1. Technical Phone Support

Serve as the primary point of contact for inbound technical support calls related to our zoning control systems.

Diagnose and resolve technical issues by guiding installers, contractors, and technicians through troubleshooting steps.

Log and track all customer interactions in a CRM or ticketing system to ensure follow-ups and accurate record-keeping.

Remain calm and professional during escalated calls and provide effective resolutions or route calls to the appropriate team when needed.

1. Warranty Claims

Receive and process warranty claims via an internal ticketing system.

Evaluate claims based on warranty guidelines and technical assessment.

Communicate with customers about claim outcomes, part replacements, or service recommendations.

Coordinate shipping logistics for replacements or returns tied to approved claims.

1. Returns and RMAs (Return Merchandise Authorization)

Handle the intake and processing of returned items, including defect verification and product evaluation.

Issue RC numbers and track the return process to closure.

Coordinate closely with the inventory and shipping departments to ensure accurate stock records and restocking.

1. Customer Service & Relationship Management

Provide exceptional service in all customer interactions-whether technical or general inquiries.

Maintain a positive, helpful attitude to support long-term customer relationships.

Understand the unique needs of contractors and distributors, and tailor communication to be both technically informative and practically helpful.

1. Contractor Support and Install Guidance

Work directly with HVAC contractors and installers to ensure proper system installation.

Assist with interpreting wiring diagrams, zone damper layouts, thermostat compatibility, and control logic.

Provide recommendations and real-time support on-site (remotely) to prevent or solve install-related issues.

1. Review and Approval of Installation Plans

Analyze HVAC zoning layout plans submitted by customers or contractors.

Identify any flaws or concerns in the zoning strategy and make recommendations for optimization.

Prepare and send system quotes or material lists based on reviewed plans.

Technical Proficiency:

Solid understanding of HVAC systems, zoning controls, relays, thermostats, low-voltage wiring, and general electrical troubleshooting.

Communication Skills:

Ability to translate technical jargon into clear, user-friendly instructions. Strong phone and email etiquette.

Problem-Solving:

Logical, detail-oriented, and capable of working through complex issues under pressure.

Customer-Focused Mindset:

A genuine desire to help others and ensure their success with our products.

Documentation & CRM:

Familiarity with ticketing systems (Freshdesk) and maintaining clear documentation.

Plan Reading:

Ability to read and interpret mechanical blueprints and HVAC install plans.

Organizational Skills:

Capable of juggling multiple tasks and managing time efficiently.

Team Collaboration:

Willingness to work closely with sales, engineering, and manufacturing teams to ensure smooth operations.

Preferred Qualifications:

1+ years of technical support or field service experience, preferably in HVAC or electrical systems.

Associate degree or certification in HVAC, Electrical Engineering Technology, or related field.

Hands-on installation experience or field technician background is highly valuable.

Experience with zoning systems (such as ZoneFirst, Zonex, Honeywell, Arzel, EWC etc.) is a major plus., * Bachelor’s (Required)

Experience:

• Critical thinking: 2 years (Required)

Language:

• Spanish (Preferred)

Parental leave, 401(k), Health insurance, Paid time off, Vision insurance, Health savings account, Dental insurance Full-time 8 hour shift Randolph, NJ 07869, Primarily office-based with phone and computer-based work.

Standard 8-hour shifts with potential for occasional after-hours support.

Why Join Us?

Be part of a growing team innovating the future of residential and commercial HVAC zoning.

Receive ongoing training and support to sharpen your technical and customer service skills.

Enjoy a collaborative, supportive environment where your expertise makes a daily impact.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance