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# Technical Support Representative

- **Company:** Armstrong Fluid Technology
- **Location:** North Tonawanda, NY, United States
- **Experience:** Experienced
- **Salary:** $69,000.0 - $91,000.0
- **Contract:** Permanent contract
- **Skills:** Communications Protocols, Microsoft Office, Modbus, Software Troubleshooting, Bacnet
- **Published:** August 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=683412b02cc9cfd7

## About the Role

* College diploma or university degree in Mechanical Engineering, HVAC Technology, Electrical Engineering, or a related technical field.
 * 2-3 years of experience in technical support, HVAC, hydronic systems, or mechanical building systems.
 * Familiarity with centrifugal pumps, heat exchangers, and general HVAC applications.
 * Knowledge of building automation systems and communication protocols (e.g., BACnet, Modbus) is considered a strong asset.

Technical Skills

 * Proficient in Microsoft Office Suite and technical documentation tools.
 * Strong troubleshooting and root cause analysis capability.
 * Working knowledge of HVAC application engineering (HVAC Hydronic Systems) and design principles.

Soft Skills

 * Excellent analytical and problem-solving skills with the ability to break down complex technical issues.
 * Effective communication and interpersonal skills, with a strong customer service orientation.
 * Self-motivated, organized, and capable of managing multiple tasks in a dynamic, collaborative, in-person environment.

## Description

Technical Support & Application Engineering

 * Provide pre-sale technical support and product assistance for Armstrong's HVAC and hydronic systems to internal sales and external customers throughout the US.
 * Take ownership of technical issues, ensuring resolution with a high degree of responsibility and professionalism.
 * Collaborate across departments (e.g., Sales Engineering, Product Management, R&D) to develop and propose optimal solution offerings for customers such as sales agencies, consulting engineers, and contractors.
 * Capture solutions and technical decisions in internal systems for traceability and knowledge sharing.
 * Participate in or lead technical project teams related to strategic initiatives and product development as requested by the management team.
 * Assist in developing and maintaining departmental policies, procedures, and support documentation.

Customer Engagement & Feedback Integration

 * Build strong relationships with sales teams and customers by delivering consistent and responsive technical support.
 * Analyze customer feedback and field experience to recommend improvements to Armstrong's product offerings.
 * Maintain up-to-date records on customer interactions, competitor insights, and product issues to support continuous improvement and product positioning.
 * Support company marketing and product initiatives by sharing relevant technical and customer insights.
 * Provide occasional internal product training sessions and contribute to the development of technical tools and resources.

Cross-Functional Collaboration & Contribution

 * Participate in RSEC team discussions and alignment meetings across the Americas.
 * Support special technical projects as assigned by management.
 * Maintain a proactive mindset, striving for increased business agility, faster response times, and enhanced service quality.
 * Collaborate on the creation and refinement of internal technical materials, FAQs, and best-practice guides.


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