Equipment Technical Support Representative

The Technical Support Representative is a primary resource for current and post sales product support in person and remotely. This individual will be involved in training programs, providing field service, interacting with end-product users, solving customer (internal and external) concerns or technical issues associated with the application, installation, and use of Hercules products. $79,1000-$115,000 DOE.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Training & Education

• Conduct on-site and virtual training sessions for contractors, installers, and internal staff on HVAC product installation, maintenance, diagnostics, and troubleshooting.
• Develop and deliver structured training programs and materials, including hands-on demonstrations, lunch-and-learns, and certification courses.
• Assist with new product rollouts by training teams on proper usage, features, and performance expectations.
• Collaborate with sales and product management to identify knowledge gaps and proactively address them through education.

Technical Support & Troubleshooting

• Provide frontline technical support to contractors, both in person and via phone, email, and other software.
• Assist with system diagnostics and issue resolution, including walk-throughs of error codes, wiring, reading schematics, configuration, and performance concerns.
• Serve as a resource for escalated or complex troubleshooting cases, visiting job sites as needed to help resolve persistent issues.
• Track common problems and provide feedback to product and operations teams for long-term improvements.
• Perform start-ups and repair of Hercules and partner products.

Additional Responsibilities

• Maintain an expert level of knowledge of Hercules product portfolio and/or similar product knowledge within the industry.
• Provide a level of professionalism consistent with the company’s expectations.
• Generate detailed and accurate records associated with phone support.
• Maintain inventory of company tools and parts.
• Ability to prioritize and multi-task to meet deadlines and customer expectations.
• Excellent attendance.
• Demonstrate a sense of urgency to resolve customer issues.
• Adhere to manufacturer’s requirements for DSR/ TSA programs.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE:

• 5 years of experience in HVAC installation, service, or support roles (residential or light commercial preferred).
• Strong knowledge of HVAC systems, controls, and diagnostics, including inverter and communicating systems.
• Excellent communication and teaching skills—must be comfortable leading both small group and one-on-one training sessions.
• Ability to translate complex technical concepts into clear, practical guidance for various audiences.
• Tech-savvy and comfortable using CRM, ticketing systems, and digital tools to support documentation and case tracking.
• Willingness to travel locally and regionally for field visits and training events (approx. 30–50%).
• Qualified applicants must be customer-oriented and motivated.
• Must possess ability to keep abreast of product applications and technology trends.
• High School diploma or GED required.
• Must have a valid driver’s license and be insurable.
• NATE Certification preferred.
• CFC license preferred.
• Proficiency with MS Office.
• Ability to pass background check and drug screen.

LANGUAGE SKILLS: Ability to effectively communicate with customers and staff to make an accurate assessment of customer needs. Bilingual Spanish/English a plus.

MATHEMATICAL SKILLS: Ability to perform mathematical calculations required to accurately complete assigned tasks.

COMPUTER SKILLS: Excellent computer skills including Microsoft Office.

REASONING ABILITY: Ability to interpret a variety of instructions furnished in oral or written form. Ability to use sound judgment and problem-solving skills.

ATTENDANCE DEMANDS: The attendance demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Attendance is required Monday through Friday 7:30 A.M. to 4:30 P.M. or within normal business hours as established by the supervisor.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to grasp and lift and to reach with hands and arms. The employee is occasionally required to sit, climb and balance. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds. Specific visual abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually loud.
• Exposure to hot and cold temperatures. Employee would be working both inside and outside and on elevated balconies.
• The noise level in the work environment is usually moderate but may be loud on occasion.
• This is a fast-paced environment.
• Work at heights and in extreme weather conditions

DISCLAIMER: The preceding job description is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Hercules Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or other legally protected status.

Comprehensive benefits are an important component of an employee's compensation package. Hercules recognizes the contribution of every team member and therefore is pleased to offer a competitive and cost-effective benefits package to support your needs and long-term goals.

Hercules Industries offers the following insurance: Medical, Dental, Vision, Short Term Disability, Long Term Disability, and Employee Life Insurance (Basic Life/AD&D and Voluntary Life/AD&D). We pay Holiday, Vacation, and Sick time; as well as a Flexible Spending Plan, Wellness Program, and Employee Assistance Program (EAP).

We offer a 401(k) Savings Plan and company match. Hercules is an Employee-owned company and offers an Employee Stock Ownership Plan (ESOP).

The company offers a quarterly Hercules Employee-Owner Partners in Profit Bonus based on eligibility.

Hercules encourages and supports participation in service activities that contribute to our community. Employees are permitted to take three paid hours of work time per month to participate in an approved community service activity.

Education

• High School or General Education Certificate or better

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.