Senior Technical Specialist

Overview

The HVAC Technician Stopper serves as the company’s highest-level field technical resource, stepping in when standard troubleshooting has failed or when customer situations have escalated. This role focuses on resolving complex technical issues, de-escalating frustrated customers, auditing technician work for quality and compliance, and elevating the overall technical capability of the service team through ongoing training and mentorship. Strong HVAC installation experience is required to ensure solutions are of the highest quality.

• Resolve Difficult Technical Challenges
• Diagnose and correct complex, repeat, or unresolved HVAC system issues that exceed standard technician capabilities
• Provide advanced troubleshooting for airflow, controls, zoning, electrical, refrigerant, and system performance issues
• Identify root causes and implement permanent solutions, not temporary fixes
• Manage Frustrated or Escalated Customers
• Provide world-class service as the technical and professional escalation point for dissatisfied or high-risk customers
• Clearly explain findings, solutions, and corrective actions in a calm, confident, and customer-focused manner
• Restore customer trust through technical credibility, transparency, and effective communication
• Technician Job Audits & Quality Assurance
• Audit completed and in-progress service and installation jobs for technical accuracy, workmanship, and code compliance
• Report on audited jobs and overall technician compliance to leadership
• Identify trends, training gaps, or procedural breakdowns and report findings to leadership
• Ensure company standards, safety protocols, and manufacturer specifications are consistently followed
• Ongoing Technical Training & Mentorship
• Provide hands-on coaching, ride-alongs, shop training, and field training for service and install technicians
• Assist in developing technical training content, best practices, and troubleshooting guides
• Serve as a mentor and technical resource to elevate team performance and confidence

• 10+ years of HVAC service and installation experience
• Strong background in residential HVAC installation (split systems, heat pumps, furnaces, air handlers, ductwork, zoning)
• Advanced diagnostic and troubleshooting skills
• EPA Universal Certification (required)
• Valid driver’s license and clean driving record
• Strong communication skills with both customers and technicians

• Prior experience in a lead technician, field supervisor, or technical trainer role
• Manufacturer certifications
• Experience with system design, load calculations, and airflow diagnostics
• Strong conflict-resolution and customer de-escalation skills

• Calm under pressure with strong problem-solving instincts
• High technical credibility and attention to detail
• Coach-first mindset with the ability to hold technicians accountable
• Solutions-oriented, professional, and customer-focused