HVAC Technical Support Representative

Join Ingram's Water & Air Equipment LLC as a Technical Support Specialist in Hickory, KY. This onsite role focuses on helping customers, dealers, and internal service teams get accurate answers fast through advanced troubleshooting and clear documentation. If you enjoy technical problem-solving, escalation case support, and turning real-world issues into repeatable guidance, this position offers a structured, customer-service driven environment.

What you’ll do

• Handle escalated technical support cases from customers, dealers, and internal teams
• Troubleshoot product installation and performance issues using advanced diagnostics
• Provide corrective recommendations to support accurate and timely issue resolution
• Support service teams with technical assistance and escalation coordination
• Document case findings and resolution steps for every supported issue
• Coordinate with warranty and HVAC technician teams as cases require
• Maintain a knowledge base and troubleshooting guides to strengthen knowledge transfer
• Identify recurring issue trends and escalate appropriately
• Support training and onboarding for service teams
• Assist with product launch technical readiness
• Maintain SLA and response standards
• Support service recovery and customer satisfaction initiatives

What you bring

• High school diploma or GED required
• Associate degree or HVAC technical certification preferred
• 2+ years of technical support, HVAC troubleshooting, or field service experience
• Escalation support experience preferred
• HVAC certification preferred
• Advanced troubleshooting skills
• Strong customer communication, including the ability to de-escalate when needed
• Comfort with documentation and detailed case notes
• Proven escalation handling, problem-solving, and attention to detail
• Strong product knowledge to support accurate diagnosis

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work environment and schedule

This is a non-exempt (Hourly) position in a technical office and call-center environment. The role involves prolonged computer and phone use, frequent case documentation, and periodic extended hours during high-volume service periods.

• Shift: Day Shift (Required)
• Work location: In person (Hickory, KY 42051)

Education and pay

Education requirement: High school diploma or GED. During the application process, you will be asked: What is your pay per hour requirements for the role?

Role details

• Department: Customer Service / Technical Support
• Reports to: Customer Service Manager
• Employment type: In person