HVAC Technical Support Lead

Location: Tulsa, OK, United States. Full-time role with travel as required for high-impact cases and national initiatives.

What you will do

• Lead technical support operations and serve as the primary escalation point for complex commercial HVAC field issues.
• Define the escalation framework, performance standards, resolution metrics, and KPIs for uptime, warranty reduction, and case efficiency.
• Partner with engineering, manufacturing, quality, and service teams to resolve systemic field issues.
• Lead post-mortem analysis of high-visibility system failures and drive continuous improvement initiatives.
• Oversee training and knowledge transfer for field technicians and technical support specialists.
• Protect system uptime, reduce warranty exposure, and support customer retention through effective technical resolution.

Requirements

• Advanced diagnostic expertise in commercial HVAC mechanical and electrical systems.
• Strong knowledge of refrigeration circuits, airflow dynamics, safety controls, system integration, and commercial HVAC controls platforms.
• High-level proficiency interpreting complex wiring diagrams, control schematics, sequences of operation, and mechanical schematics.
• Ability to analyze systemic patterns, perform root cause analysis, and manage multiple time-sensitive escalations.
• Clear, confident technical communication during live service events, with strong professional judgment and customer-facing composure.
• Ability to travel as required to resolve high-impact cases or support national initiatives.

Culture & Benefits

• Cross-functional collaboration with engineering, manufacturing, quality, and service teams.
• Direct influence on profitability, customer satisfaction, warranty exposure, and national field performance standards.
• Work focused on continuous improvement, system reliability, and lifecycle serviceability.