The Service Engineering Technical Support Specialist manages the resolution of complex service parts and product-related technical issues that cannot be answered through standard documentation or front-line support.Based100% on-site in Syracuse, NY, this role serves as a premier Level II escalation authority for customer service, distribution, and commercial field teams. The specialist collaborates closely with suppliers, product engineering, and manufacturing to investigate technical problems,establishroot causes, and validate solutions—ensuring thataccuratetechnical data isreflected backinto service catalogs and engineering data systems.

Key Responsibilities

• Technical Support & Escalation Management:Serve as a Level II technical escalation point for parts-related and product support issues. Analyze customer cases involving part identification, applicability, configuration, and failures to determineaccuratetechnical solutions under tight time constraints.

• Root Cause Investigation & Troubleshooting:Diagnose issues using BOM structures, as-built data, drawings, and system tools. Identifyand resolve discrepancies between design intent, catalog data, and physical field configurations todeterminethe root cause of incorrect BOM structures, missing data, or unclear documentation.

• Supplier & Engineering Coordination:Engage suppliers directly to validatepart details, functionality, or potential failure modes. Partner with Product Engineering and Manufacturing to resolve design or configuration questions andidentifyalternate parts, substitutions, or workarounds when standard support is unclear.

• Data Quality & Continuous Improvement:Identifyand document errors or gaps in service BOMs, catalogs (PIC/PIM), and supporting documentation. Communicate required corrections or improvements to catalog and engineering teams to support ongoing cleanup, improve data accuracy, and reduce future field escalations.

• Level of Responsibility:Independently manage assigned technical cases and escalations from ingestion to full closure. Apply professional judgment to resolve complex field issues without defined solutions or standard processes, working cross-functionally across multiple functions to gather information and drive rapid resolution.

MinimumRequirements

• Associate degree (AA/AS) with a minimum of 5 years of experience in HVAC, technical support, or a related industrial field; ORaBachelor’sdegree (BA/BS) with a minimum of 2 years of experience in HVAC, engineering, or a related technical discipline.

Preferred Qualifications

• Strong foundational understanding of configurable products, engineering drawings, and navigating complex Bill of Materials (BOM) structures.

• Demonstrated capabilityoperatingin high-ambiguity environments, successfully working through incomplete, conflicting, or legacy technical information to buildviablesolutions.

• Prior experience interfacing directly with manufacturing facilities,componentsuppliers, and industrial field technicians to solve mechanical or electrical performance discrepancies.

• Exceptional communication skills with a proven background translating complex engineering data into clear, actionable guidance for cross-functional, non-technical stakeholders.