HVAC Technical Support Representative

Provide comprehensive technical support and advice to customers and end users, addressing technical, hardware, and software issues related to Minnesota Air’s products.

• Respond to customer inquiries via phone, online networks, in person, and by mail.
• Provide guidance to customers on using, servicing, and maintaining products effectively.
• Address and resolve customer issues during product installation and use; offer troubleshooting assistance to dealers/contractors through phone and on-site support as needed.
• Assist in resolving consumer/end-user complaints, aiming to close complaints within one day (based on Carrier reporting system metrics).
• Report equipment issues to manufacturers and vendors through electronic media, verbal communication, and in person.
• Author, publish and maintain electronic and paper libraries of bulletins, technical information, troubleshooting documents and materials; assist in communicating this information as needed.
• Complete, maintain, and process relevant paperwork and electronic records accurately.
• Collaborate with manufacturers, warranty administrators, and department managers to resolve warranty and labor claims.
• Negotiate disputed claims with manufacturers, sales representatives, and customers as needed.
• Support the warranty department in submitting claims.
• Conduct technical training for customers, contractors, and employees.
• Develop new training programs as needed and assist manufacturers with technical training.
• Maintain and improve the training laboratory, including constructing and repairing training panels and equipment.
• Assist warehouse staff in determining the disposition or required repairs for freight-damaged units; perform repairs as requested by the department manager.
• Participate in continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, and webinars.

Performs other related duties as assigned

The pay range for this role is $70,000 - $100,000. Candidates who meet all preferred qualifications may be eligible for compensation above $85,000.

Minnesota Air, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or any other category that may be protected by law.

• Proficiency with Microsoft Office Software and applications.
• Familiarity with smart devices and applications.
• Ability to learn and adapt to new software applications.
• Strong verbal communication and presentation skills; able to communicate effectively with diverse groups.
• Basic understanding of algebra and geometry for technical calculations.
• Ability to interpret instructions in various formats (written, oral, diagram, schedule).
• Typing skills (30+ words per minute).

• Associate’s degree or equivalent from a two-year college or technical school
• Ten years of related field experience and/or training
• Equivalent combination of education and experience will also be considered.
• Ten years or more experience with residential and commercial HVAC products (preferred experience with commercial HVAC equipment and controls).
• EPA Refrigerant Handling Certification, Type I and II.

• Minnesota Air is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential duties and responsibilities of the role.
• Must be able to travel up to 15% of the time for job visits and training.
• Ability to occasionally lift and/or move up to 100 pounds.
• The work environment is moderately noisy, with typical sounds such as computers, phone calls, and conversations.
• May occasionally be exposed to extreme cold, extreme heat, electrical shock risks, fumes or airborne particles, toxic or caustic chemicals, and vibrations.