Mechanical Technical Support Development Technician

The Mechanical Technical Support Development Technician provides field-focused technical support and warranty assistance for equipment in operation. This onsite role in Tulsa, OK coordinates troubleshooting, claim processing, and resolution activities to support customers and internal teams.

Key Responsibilities

• Deliver technical support to customers, sales representatives, contractors, and service personnel on equipment operation, troubleshooting, and performance concerns.
• Diagnose equipment issues by reviewing technical information, interpreting electrical and mechanical diagrams, and coaching field personnel through corrective actions.
• Assess warranty claims and repair requests to ensure alignment with company policies, procedures, and warranty terms and conditions.
• Coordinate service activities and support the deployment of field resources to resolve customer issues in a timely and efficient manner.
• Review repair documentation and determine reimbursement amounts for authorized warranty work.
• Process replacement part requests and coordinate with internal departments to support equipment repairs and service needs.
• Maintain positive customer relationships by responding promptly to inquiries, concerns, and complaints and ensuring effective issue resolution.
• Investigate complex technical and customer service issues, collaborating with cross-functional teams to implement corrective actions.
• Travel to customer sites when necessary to support resolution of field service issues.
• Maintain detailed records of technical support activities, warranty claims, and customer communications.
• Assist with the development and improvement of service processes, procedures, and customer support practices.
• Provide technical training and guidance to customers, service providers, and internal personnel as needed.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in heating, ventilation, air conditioning, mechanical equipment, technical service, field service, customer support, or a related technical environment.
• Education and experience combination that provides an equivalent background (as applicable).
• Associate degree in Applied Science, Engineering Technology, or a related technical field preferred.
• Knowledge of mechanical, electrical, and refrigeration systems and equipment.
• Ability to analyze technical issues and develop effective solutions.
• Ability to read and interpret technical manuals, schematics, wiring diagrams, and related documentation.
• Strong verbal and written communication skills.
• Excellent customer service and relationship management skills.
• Strong organizational skills with the ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently and collaboratively in a team environment.
• Proficiency with standard office technology and business software applications.
• Ability to communicate effectively in person, by telephone, and through written correspondence.
• Frequent problem-solving, analysis, and decision-making involving technical and customer service issues.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to lift and move materials weighing up to 50 lbs.
• Ability to travel periodically and access customer, service, and manufacturing locations as required.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.
• Compliance with all company safety policies, procedures, and applicable regulations.

Work Environment

• Primarily performed in an office environment with regular interaction with customers, service providers, and internal departments.
• Periodic visits to manufacturing, warehouse, and customer locations may be required.
• Exposure to seasonal hot and cold temperatures, dust, noise, and industrial environments during site visits.
• Occasional travel required to support field service activities and customer issue resolution.
• Regular collaboration with cross-functional teams to support effective customer support and service delivery.
• Compliance with all company safety policies, procedures, and applicable regulations is required.