Tech Support Specialist I

About the Role

The Warranty Field Service Representative resolves warranty issues for units in the field, working closely with sales representatives and internal or contractor service technicians. This role ensures that customers receive timely support and that warranty obligations are fulfilled. Key responsibilities include coordinating leadership projects that require field service technicians, explaining equipment control sequences, and interpreting wiring diagrams over the phone to aid troubleshooting. The representative meets and responds to customers, sales representatives, and vendors, orders replacement parts, and assesses the allowable cost for authorized warranty work. The employee develops and implements systems and procedures that maintain positive customer relations, promptly addressing inquiries, requests, and complaints. They adhere to AAON warranty terms, approve warranty payables, and investigate serious customer complaints to implement corrective measures. • Resolve field warranty issues in collaboration with sales reps and service technicians. • Coordinate leadership projects that require field service technicians. • Explain equipment control sequences and interpret wiring diagrams over the phone for troubleshooting. • Communicate with customers, sales representatives, and vendors; order replacement parts as needed. • Assess authorized warranty costs and approve warranty payables according to AAON terms. • Develop and implement procedures to maintain positive customer relations and address inquiries promptly. • Investigate serious customer complaints and implement corrective measures. • Travel to field sites when HVAC National Field Technicians cannot resolve issues promptly.

Key Responsibilities

• ▸warranty resolution
• ▸control sequences
• ▸wiring diagrams
• ▸parts ordering
• ▸cost approval
• ▸customer relations

What You Bring

Travel is required to resolve field issues when HVAC National Field Technicians cannot address them in a timely manner. The role demands strong communication, interpersonal, decision‑making, analytical, multitasking, and organizational skills, and the ability to work effectively in a fast‑paced, high‑pressure team environment. Qualifications include a high school diploma with at least three years of HVAC industry experience, or equivalent experience; an associate degree in applied science or a two‑year technical degree is preferred. Essential physical functions involve lifting up to 50 lb, sitting or standing for up to 95 % of work hours, and occasional visits to the manufacturing facility with exposure to varying temperatures, dust, and chemical fumes. • Minimum three years of HVAC experience (or equivalent) with a high school diploma; associate degree preferred. • Lift up to 50 lb; remain seated or standing for up to 95 % of work hours; work in varied temperature, dust, and chemical fume environments.

Requirements

• ▸hvac
• ▸3 years
• ▸associate degree
• ▸travel
• ▸communication
• ▸lift 50lb

Benefits

The job description is not exhaustive; duties may change at any time with or without notice, and reasonable accommodations will be provided for employees with disabilities, absent undue hardship.

Work Environment

Field