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About the Role
The Technical Support & Field Service Specialist is responsible for successfully resolving issues identified by Armstrong’s customers, end users, and sales teams. This position involves providing excellent technical support in an office-based environment or on-site, assisting customers with problematic equipment, and offering economic solutions.
Responsibilities
- Provide excellent technical support in an office-based environment or on-site to local customers.
- Assist customers with problematic equipment and offer economic solutions.
- Respond to customer technical inquiries and provide technical support, on-line or on-site.
- Provide on-site training seminars for regional representatives and customers.
- Travel to various projects in their local region to troubleshoot problematic jobs or assist with start-up and commissioning on Armstrong supplied equipment (20% of scheduled time).
- Perform other departmental assignments as required.
- Make recommendations and collaborate with other teams and vendors to improve products or processes.
- Initiate corrective action reports if required.
- Implement recommendations relating to method improvements and cycle time reductions.
Requirements
- Minimum of two (2) years college technical diploma or degree in electrical or building controls preferred, but HVAC diploma/degree or five (5) years HVAC / Controls industry experience will be considered.
- Strong technical aptitude and the ability and willingness to work as a team member in a fast-paced and continuously changing environment, carrying out assignments to completion with minimum supervision.
- Two years experience working with engineering, manufacturing, and distribution operations in an industrial environment.
- Experience on a technical support and/or customer service type team.
- Public speaking / training experience is an asset.
- Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures).
- Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well-thought-out recommendations.
- Strong, team-oriented leadership skills with presence and a bias for action.
- Self-directed with ability to work autonomously and collaboratively and a focus on results.
- Ability to communicate in an open and authentic manner in all situations.
Skills
- Strong knowledge of centrifugal pumps, heat exchangers, building automation controls, building automation communication protocols such as BACnet and Modbus is a must.
- Experience working with Tridium Niagara and wireless networking experience is a definite asset.
- Bilingual is preferred.
Location
- North Tonawanda, NY
Work Type
- On-site
- Possible travel
Experience Level
- Minimum of two (2) years college technical diploma or degree
- Five (5) years HVAC / Controls industry experience
- Two years experience working with engineering, manufacturing and distribution operations
Education Level
- Two (2) years college technical diploma or degree in electrical or building controls preferred
- HVAC diploma/degree
About the Company
- Working at the forefront of technology in mission-critical buildings/infrastructures industries.
- Over 1,400 colleagues across the globe.
- Nearly 100 years of legacy of excellence.
- Eight manufacturing facilities on four continents.
- A community of the brightest and most creative technical and marketing minds.
- Shared mission to help customers elevate building performance.
- Creating smarter, more efficient solutions.
- Helping to shape a more sustainable and carbon neutral world.
- Fostering growth, creativity, and collaboration.
- Opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions.
- Improving energy efficiency, reducing environmental impact, and supporting community infrastructure.
- Lowering global carbon footprints and contributing to a cleaner, more resilient future.
- Creating a legacy that goes beyond business, making cities and the world more sustainable.