Technical Support and Field Service Engineer

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we're creating a legacy that goes beyond business—one that's changing the world for the better.

In this role, you will be responsible for providing expert technical support to customers and technicians, troubleshooting mechanical, electrical, and building automation system issues in-house. You will act as a liaison between the customer and the engineering team to ensure timely resolution of product-related concerns, and you will coordinate field service visits when issues require on-site attention. With a strong focus on customer satisfaction, you will also be involved in performance tracking, process improvements, and collaboration with internal teams to enhance products and services. Your expertise in troubleshooting and product optimization will be key in driving energy-efficient solutions and reducing environmental impacts.

Key Accountabilities:

Technical Support & Troubleshooting

• Answer queue calls from technicians and customers on site to troubleshoot mechanical, electrical, and Building Automation System (BAS) issues remotely.
• Assist customers with problematic equipment and recommend appropriate solutions.
• Determine whether reported issues are product-related or site-related, and take appropriate action for product-related concerns
• Work closely with QA and Engineering teams to identify and resolve underlying product issues and prevent recurring failures.
• During troubleshooting calls, provide guidance and recommendations to optimize product usage, improving performance and energy efficiency
• Load programs to PLCs and HMIs on control panels, as well as configure and program VFDs as needed.
• Conduct troubleshooting related to mechanical issues with pumps, electrical issues with VFDs, control panels, and communication problems with building automation systems.

On-Site Support & Coordination

• If an issue cannot be resolved remotely, coordinate and schedule a field service technician or authorized service partner (ASP) for an on-site inspection and diagnosis, ensuring they have a detailed scope of work.
• Travel to local project sites (~10% of the time) for hands-on troubleshooting, start-up assistance, and commissioning of Armstrong supplied equipment.
• Review field service reports from technicians and ASPs, update customers on findings, and communicate any necessary recommendations or required actions.
• Provide customers with quotes for additional work or replacement parts based on field service reports and recommendations.

Customer Support & Service Request Management

• Respond to customer-submitted tickets for warranty claims and service requests, determining the nature of the issue and whether it qualifies as a warranty concern.
• Take ownership of assigned tickets, ensuring timely resolution and proactive communication with customers.
• Follow up with logistics teams on service-related tickets, ensuring prompt handling and shipment of required parts.
• Recommend appropriate replacement part numbers to customers based on troubleshooting findings and service history.

Performance & Process Improvement

• Maintain and improve KPI targets, including average response time and ticket closure time.
• Multitask efficiently by logging cases in the system while actively troubleshooting with customers.
• Work with service coordinators and the National Service Manager to ensure effective scheduling and dispatch of field technicians and ASPs.
• Collaborate with internal teams and vendors to enhance products and service processes, implementing improvements to reduce cycle times and enhance customer experience.
• Provide feedback on new products received from customers, working with product owners to drive enhancements from a service perspective.
• Participate in value stream meetings to provide feedback from a service perspective for product development and improvements.

What We're Looking For

To thrive in this role, you should bring:

Education & Experience

• Diploma or degree in Electrical Engineering, Building Controls/Automation, HVAC, or a related field, with at least three (3) years of relevant experience.
• Alternatively, five (5) years of experience in the HVAC/Controls industry may be considered.
• At least two (2) years of experience working in technical support, customer service, or a related role in an industrial environment.
• Experience with engineering, manufacturing, and distribution operations is an asset.
• Public speaking and training experience is a plus.

Technical Expertise

• Strong knowledge of centrifugal pumps, heat exchangers, and building automation controls.
• Familiarity with building automation communication protocols such as BACnet and Modbus.
• Experience with Tridium Niagara and wireless networking is a definite asset.
• Hands-on experience with troubleshooting VFDs, PLCs, HMIs, and control panels.

Skills & Abilities

• Strong technical aptitude with the ability to work independently and collaboratively in a fast-paced, evolving environment.
• Creative problem-solving skills and ability to conduct root cause analysis.
• Ability to break down complex problems into simplified solutions and provide clear, well-thought-out recommendations.
• Strong team-oriented leadership skills with a proactive, action-driven approach.
• Customer-first mentality with a commitment to taking ownership of support tickets and ensuring customer satisfaction.
• Excellent communication skills with the ability to engage in open and authentic discussions in all situations.
• Ability to multitask effectively, balancing phone support, case documentation, and coordination with internal teams simultaneously.

Why Armstrong Fluid Technology?

By joining us, you'll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You'll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow's solutions today.