Technical Service Engineer

Job Description

Technical Support Engineer – HVAC/Mechanical

Location: Middleville, Michigan

Schedule: In Office – Monday–Friday, 9:00 AM–6:00 PM (some flexibility available depending on business needs)

Base Salary: $50,000–$65,000 DOE

Position 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 solutions
• Demonstrate excellent customer de-escalation skills, resolving challenging or high-pressure situations calmly and professionally
• Review service cases to determine site-related, installation-related, or component-related issues
• Support and assist with customer claims and ensure timely and accurate service resolutions
• Collaborate with internal teams to escalate and resolve complex technical concerns when necessary
• Clearly document service interactions and resolutions in internal systems
• Maintain a strong focus on customer satisfaction, professionalism, and technical accuracy

Required Qualifications

• Strong customer service skills, including experience handling escalations and de-escalating tense situations
• Passion for problem-solving and finding solutions
• Comfort working in a structured, fast-paced contact center environment
• Strong verbal and written communication skills
• Ability to work independently while also collaborating within a team setting
• High school diploma or equivalent

Preferred Qualifications

• Field experience as an HVAC, Mechanical, Electrical, or Plumbing Technician
• Hands-on experience working with HVAC, plumbing, or mechanical systems
• EPA 608 certification
• NATE certification
• Type/Title 603 certification
• Master Plumber certification
• Familiarity with HVAC, plumbing, or mechanical terminology and best practices
• Associate degree or technical certification in HVAC, Plumbing, or a related trade

Benefits & Perks

• Very strong health insurance plan
• Generous PTO
• Employer contributes approximately 25 percent of the employee’s annual salary directly to the retirement plan
• No employee payroll deductions required for retirement contributions
• Stable schedule with long-term career growth opportunities
• Supportive, professional, and technically driven work environment