Technical Service Engineer

Technical Support Engineer - HVAC/MechanicalLocation: Middleville, MichiganSchedule: In Office - Monday-Friday, 9:00 AM-6:00 PM (some flexibility available depending on business needs)Base Salary: $50,000-$65,000 DOEPosition Overview The Customer Service Technician provides high-level customer service and technical support in a fast-paced contact center environment. This role supports HVAC professionals, plumbers, mechanical contractors, and service technicians by phone (not homeowners) by delivering accurate troubleshooting guidance, installation support, and solution-focused assistance.This position is ideal for someone with field experience who enjoys solving problems, educating others, and de-escalating complex technical or service-related issues with professionalism and empathy.Key Responsibilities Deliver exceptional customer service and technical support to HVAC specialists, contractors, distributors, and service professionals via inbound phone calls (approximately 20 calls per day)Troubleshoot product, installation, and application issues and guide callers to effective solutionsDemonstrate excellent customer de-escalation skills, resolving challenging or high-pressure situations calmly and professionallyReview service cases to determine site-related, installation-related, or component-related issuesSupport and assist with customer claims and ensure timely and accurate service resolutionsCollaborate with internal teams to escalate and resolve complex technical concerns when necessaryClearly document service interactions and resolutions in internal systemsMaintain a strong focus on customer satisfaction, professionalism, and technical accuracyRequired Qualifications Strong customer service skills, including experience handling escalations and de-escalating tense situationsPassion for problem-solving and finding solutionsComfort working in a structured, fast-paced contact center environmentStrong verbal and written communication skillsAbility to work independently while also collaborating within a team settingHigh school diploma or equivalentPreferred Qualifications Field experience as an HVAC, Mechanical, Electrical, or Plumbing TechnicianHands-on experience working with HVAC, plumbing, or mechanical systemsEPA 608 certificationNATE certificationType/Title 603 certificationMaster Plumber certificationFamiliarity with HVAC, plumbing, or mechanical terminology and best practicesAssociate degree or technical certification in HVAC, Plumbing, or a related tradeBenefits & Perks Very strong health insurance planGenerous PTOEmployer contributes approximately 25 percent of the employee's annual salary directly to the retirement planNo employee payroll deductions required for retirement contributionsStable schedule with long-term career growth opportunitiesSupportive, professional, and technically driven work environment

Created: 2026-05-08