HVAC Specialist (Water Source Heat Pumps/Geothermal)

A customer-focused HVAC Specialist providing troubleshooting and technical support for residential and commercial water-source heat pump, geothermal, air-conditioning, and heat pump systems. Supports contractors, dealers, engineers, architects, and homeowners with technical solutions.

Location: Remote (US)

Salary: $65,000–$80,000/yr

Responsibilities

• Provide troubleshooting and applications support via phone and email to external customers and internal teams on HVAC systems and components.
• Collaborate with Product Management, Quality, Risk Assessment, Warranty, and Returns teams to resolve technical issues and support continuous improvement initiatives.
• Assist with new product introductions by reviewing technical materials for accuracy and developing departmental documentation and training resources, including technical videos.
• Represent the company in complaint resolution and technical investigations, providing detailed root cause analysis feedback.
• Maintain detailed electronic records of customer interactions and manage departmental email communications.
• Perform on-site field troubleshooting as needed, including occasional travel domestically and internationally for training or service support.
• Support peers by sharing expertise and assisting with their technical development.
• Maintain flexibility to provide after-hours support during critical rollouts or escalations as required.
• Work from either the office or home using company systems as directed by your supervisor.

Requirements

• 3+ years of hands-on experience in HVAC technical support or a related role.
• Strong understanding of HVAC systems including Air-to-Air Heat Pumps, Water Source Heat Pumps, and Geothermal, in residential and commercial environments.
• High School diploma or equivalent; relevant certifications such as NATE, EPA certification is a plus.
• Technical knowledge of system piping, hydronics, wiring, water source heat pump controls, heat exchange fluid transfer, air conditioning circuits, compressors.
• Excellent problem-solving skills, initiative, and a strong customer-oriented approach.
• Exceptional communication and phone skills with the ability to work independently and collaboratively.
• Strong organizational skills, attention to detail, and a proactive mindset to meet individual and team goals.
• Computer proficiency including Microsoft Office Suite (Word, Excel, Access, Outlook); experience with MAS500 or SM+ is a plus. Typing skills are advantageous.

Benefits

• Health, dental, and vision plans.
• Health savings accounts (HSA).
• Flexible spending accounts.
• 401(K) retirement plan with an attractive employer match.
• Wellness programs.
• Life insurance.
• Long term disability insurance.
• Paid time off.
• Parental leave.

Additional Information

• Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.
• The U.S. base salary range for this full-time position is between $65,000 - $80,000, individual pay is determined based on several factors.
• This range does not include annual bonus percentage nor any other monetary considerations for the total compensation package.
• Candidates must pass drug screen and background check before start.