Support Center Technician

Accountabilities:

• • Serve as a primary technical point of contact for customers and internal teams seeking assistance with refrigeration and control systems.
  • Provide remote and, when required, on-site technical support to diagnose, troubleshoot, and resolve issues involving compressors, valves, controls, electrical systems, and refrigerant circuits.
  • Collaborate closely with field technicians and engineers to investigate complex technical problems and develop effective solutions.
  • Maintain accurate records of support requests, troubleshooting activities, diagnoses, and resolutions to support knowledge sharing and service quality.
  • Analyze system performance, prepare technical reports, and recommend improvements that enhance reliability and operational efficiency.
  • Contribute to technical documentation, troubleshooting guides, and knowledge-base materials that help customers and technicians resolve recurring issues.
  • Conduct training sessions and develop instructional resources to strengthen the technical capabilities of technicians and customers.
  • Participate in a rotating weekly on-call schedule and provide timely technical assistance during assigned support periods.
  • Collaborate effectively with distributed colleagues and travel to company or customer sites when needed to support team collaboration or operational requirements.

  Requirements

  • At least 2 years of experience working with building automation systems (BAS), building management systems (BMS), facility controls, or a closely related technical environment.
  • Strong troubleshooting and problem-solving capabilities, particularly with electrical and controls systems.
  • Ability to diagnose technical issues methodically and communicate solutions clearly to customers, technicians, engineers, and other stakeholders.
  • Strong collaboration and interpersonal skills, with the ability to work effectively across technical and customer-facing teams.
  • Availability to participate in a weekly rotating on-call schedule.
  • Experience with food retail case controllers is preferred.
  • Previous field service, contractor, or installation experience is an advantage.
  • Ability to read and troubleshoot electrical prints and communications systems is preferred.
  • Strong documentation and organizational skills, with the ability to maintain accurate technical records and contribute to knowledge resources.
  • Ability to work independently in a remote environment while remaining responsive, dependable, and customer-focused.
  • Must be legally authorized to work in the United States; visa sponsorship is not provided for this position.

  Benefits

  • Salary: $62,000–$75,000 annually, depending on skills, capabilities, and experience.
  • On-call compensation: Additional stipend provided for assigned on-call shifts.
  • Remote work: Fully remote position within the United States, with occasional travel to company or customer sites as required.
  • Health coverage: Medical, dental, and vision insurance options.
  • Retirement: 401(k) benefits.
  • Paid time off: Flexible time-off plans, including vacation and holiday leave.
  • Family support: Paid parental leave.
  • Professional development: Investment in employee development from onboarding through leadership, with opportunities to build technical and professional expertise.
  • Inclusive culture: A collaborative workplace that values diverse perspectives, inclusion, belonging, and employee resource groups.
  • Meaningful impact: Opportunity to contribute to sustainable HVACR and refrigeration technologies that improve energy efficiency and support temperature-sensitive supply chains.