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The HVAC Technical Specialist serves as a frontline technical expert supporting contractors, distributors, field technicians, representatives, and internal teams across RectorSeal's HVAC, plumbing, electrical, load management, and related product portfolios. This role is responsible for delivering high-quality technical support, troubleshooting complex application issues, enabling customer success, and providing actionable field intelligence that drives product improvement, operational excellence, and business growth.

Today's technical support environment extends well beyond answering product questions. Customers expect rapid, accurate, multi-channel support, system-level expertise, digital self-service resources, and proactive problem resolution. The HVAC Technical Specialist plays a critical role in meeting these expectations by combining technical expertise with customer advocacy, data-driven decision making, and cross-functional collaboration.

This position serves as a key connection between the field and business functions, including Technical Services, Product Management, Engineering, Quality, Sales, Marketing, Operations, and Customer Service.

Key Responsibilities

Technical Support and Troubleshooting

• Provide technical support for HVAC, plumbing, electrical, load management, and related products through phone, email, chat, SMS, video conferencing, CRM platforms, AI-assisted support tools, and other approved customer support channels
• Diagnose product, installation, application, commissioning, and performance issues while delivering timely and accurate solutions
• Support contractors, distributors, service technicians, engineers, facility managers, and end users with system-level troubleshooting and application guidance
• Evaluate field conditions, installation methods, equipment compatibility, and operational requirements to identify root causes and provide effective resolutions
• Escalate complex issues through established processes while maintaining ownership of communication and follow-through until resolution

Customer Experience and Issue Resolution

• Deliver a professional, responsive, and customer-focused support experience that strengthens confidence in RectorSeal products and brands
• Manage technical inquiries, complaints, warranty-related concerns, and product performance issues while ensuring appropriate documentation and communication
• Act as a customer advocate by identifying recurring challenges, support gaps, and opportunities for improvement
• Support high-impact customer situations with urgency and professionalism while protecting customer relationships and business outcomes

Product Knowledge and Training

• Maintain expert-level knowledge of HVAC systems, controls, indoor air quality products, refrigeration applications, condensate management, load-shedding technologies, plumbing systems, electrical products, and emerging industry technologies
• Develop and deliver technical training for contractors, distributors, sales teams, customer service teams, and internal stakeholders
• Support product launches through training, technical documentation review, field readiness activities, and knowledge transfer programs
• Contribute to the development and maintenance of knowledge base articles, troubleshooting guides, technical bulletins, FAQs, digital learning content, and self-service support resources

Sales and Business Support

• Partner with Sales and Product Management to support product adoption, application reviews, and technical selling activities
• Assist customers and channel partners in identifying appropriate product solutions based on application requirements and industry’s best practices
• Support trade shows, customer events, webinars, contractor training sessions, and field demonstrations as needed
• Help identify market trends, competitive challenges, and customer needs that may influence product strategy and business growth

Documentation, Analytics, and Continuous Improvement

• Accurately document customer interactions, troubleshooting activities, resolutions, product performance observations, and escalation details within CRM and business systems
• Monitor support trends and recurring technical issues utilizing CRM data, support analytics, and customer feedback
• Provide actionable field intelligence to Product Management, Engineering, Quality, Operations, and Technical Services leadership
• Participate in root cause investigations, corrective action efforts, and continuous improvement initiatives.
• Support the ongoing development of scalable support processes, AI-enabled support systems, self-service tools, knowledge management resources, and technical service metrics

Minimum Qualifications:

• High school diploma or equivalent required
• Minimum 5 years of HVAC industry experience with strong knowledge of installation, service, troubleshooting, commissioning, and field applications
• Demonstrated experience supporting contractors, distributors, technicians, or customers in technical support, field service, training, or applications roles
• Experience utilizing CRM platforms, knowledge management systems, remote support tools, and digital communication channels.
• Proficiency with Microsoft Office applications and modern business technologies
• Reside in Continental US on a full-time basis

Preferred Qualifications:

• Associate or bachelor’s degree in engineering, HVAC, Construction Management, or related technical discipline.
• Licensed HVAC technician, contractor, or equivalent industry certification
• NATE, EPA, ICC, Master Electrician, Master Plumber, or other relevant industry certifications
• Experience with load management, energy management, controls, demand response, electrification, or building automation systems
• Knowledge of plumbing systems, electrical systems, construction practices, building systems integration, and code compliance requirements
• Experience creating and delivering technical training programs
• Experience utilizing AI-powered support tools, knowledge bases, and modern customer support platforms

Core Competencies:

Technical Excellence

Ability to diagnose complex issues, interpret technical information, and deliver practical solutions within real-world field conditions.

Customer Focus

Commitment to delivering exceptional customer experience through responsiveness, professionalism, accountability, and technical expertise.

Business Acumen

Understands how technical support influences customer retention, product adoption, field execution, operational efficiency, warranty costs, and overall business performance.

Communication

Ability to communicate technical information clearly and effectively to contractors, distributors, customers, sales teams, and internal stakeholders.  Strong verbal and written communication skills with the ability to communicate effectively with technical and non-technical audiences.

Continuous Improvement

Uses support trends, customer feedback, product performance data, and field intelligence to drive process improvements, support efficiencies, and product enhancements

Adaptability

Comfortably operating in a fast-paced environment with evolving technologies, products, support channels, and customer expectations.

Collaboration

Works effectively across Technical Services, Engineering, Product Management, Quality, Operations, Customer Service, Sales, and Marketing teams.

Work Environment

This role operates primarily in a professional office environment and utilizes a variety of modern communication and customer support technologies, including CRM systems, knowledge management platforms, remote support tools, video conferencing, AI-assisted support systems, and other digital service channels.

The HVAC Technical Specialist regularly interacts with contractors, distributors, field technicians, sales personnel, engineers, and internal business partners across multiple communication channels. The role requires the ability to evaluate technical information, analyze field conditions, troubleshoot complex product and application issues, and communicate solutions clearly and professionally.

Occasional travel may be required to support customer visits, training events, trade shows, product demonstrations, field evaluations, and internal meetings. Exposure to warehouse, manufacturing, laboratory, construction, or jobsite environments may occur periodically. Appropriate personal protective equipment (PPE) must be worn when required.

The physical and mental demands described below are representative of those necessary to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

Key requirements include:

• Ability to communicate effectively in person, by phone, video conference, email, chat, and other digital communication platforms.
• Ability to analyze technical information, troubleshoot problems, and make sound decisions in a fast-paced environment.
• Ability to remain professional and customer-focused while managing multiple priorities and time-sensitive situations.
• Ability to sit, stand, walk, and use a computer and related office equipment for extended periods.
• Frequent use of hands and fingers for typing, data entry, and operation of standard office technology.
• Ability to occasionally lift and move materials, product samples, or equipment weighing up to 25 pounds.
• Specific vision abilities may include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Benefits: 

At RectorSeal, our employees enjoy the following benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, paid time off program with paid holidays, and various wellness programs. 

About RectorSeal 

Based in Houston, Texas, RectorSeal, LLC, is a wholly owned subsidiary of CSW Industrials, Inc. [NYSE: CSW] and is a leading provider of quality solutions for the professional trades serving heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com. 

About CSW Industrials 

CSW Industrials is a diversified industrial growth company with industry-leading operations in three segments: Contractor Solutions, Specialized Reliability Solutions, and Engineered Building Solutions. CSW provides niche, value-added products with two essential commonalities: performance and reliability. The primary end markets we serve with our well-known brands include HVAC/R, plumbing, electrical, general industrial, architecturally specified building products, energy, mining, and rail transportation.