Mechanical Support Engineer

Position Overview

The Mechanical Support Engineer uses engineering principles and HVAC knowledge to resolve complex technical issues escalated from other Customer Care teams, ensuring accurate and efficient customer service.

Key Responsibilities

• Advises Technical Support Specialists and Field Service Technicians in resolving technical issues.
• Analyzes and diagnoses problems, providing effective solutions to enhance service delivery.
• Communicates complex technical concepts clearly to both technical and non-technical stakeholders.
• Collaborates with cross-functional Engineering and Manufacturing teams to identify areas for improvement and implement best practices.
• Investigates high-level customer complaints to remedy the situation and/or promptly implement corrective measures as required.
• Develops and maintains documentation related to technical processes and troubleshooting procedures.
• Prepares and delivers reports of problem situations and proposed resolutions to manufacturer representatives and external customers.
• Provides post-sales engineering input and support to field modifications, national and local parts sales, and national account teams.

Required Qualifications

• Bachelor's degree in Engineering, or related technical field, and 2+ years' experience in the HVAC industry.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent communication skills with the ability to convey complex ideas clearly.
• Proficiency in Microsoft Office.
• Ability to work collaboratively in a fast-paced environment.

Preferred Qualifications

• Experience in AutoCAD and SolidEdge is preferred.