Customer Service Technical Support Technician (HVAC / Plumbing)

Call Center Role | Monday–Friday | Day Shift |

Salary: $55,000 + Overtime

Location: Middleville, Michigan

Must have the legal right to work within the USA. Client will not sponsor.

Our client is seeking to add a Customer Service Technical Support Technician to support professional contractors and HVAC specialists with technical troubleshooting, installation guidance, and service solutions for water heating products. This role is based in a professional call center environment and does not involve homeowner calls.

Primary Function

The Services Technician provides customer service and technical support on water heating products to service technicians and contractors in a fast-paced contact center environment. The role is focused on ensuring customer satisfaction by providing troubleshooting guidance and installation support.

Responsibilities

• Provide technical troubleshooting and installation support for water heating products
• Handle approximately 20 inbound calls per day from HVAC specialists, contractors, distributors, and field sales teams
• Review service cases and determine site-related or component-related issues
• Support and assist with customer claims and ensure the appropriate service solution is delivered
• Defuse and resolve challenging technical issues in a professional manner
• Collaborate with internal teams while also working independently

Schedule & Training

Schedule: Monday–Friday, 9:00 AM – 6:00 PM (with some flexibility)

Training: Comprehensive 3–4-week training program, with faster ramp-up for candidates with HVAC experience

Job Requirements

• 3–5 years of customer service experience
• Speak/Read/Write in English fluently
• Comfortable working in a fast-paced contact center environment
• HVAC / plumbing installation or service experience preferred but not required
• Familiarity with HVAC or plumbing terminology and field practices preferred
• Strong verbal and written communication skills
• Experience handling escalations and complex issue resolution
• Ability to work collaboratively and independently
• High school diploma or equivalent required; Associate’s degree or technical certification in HVAC or Plumbing is a plus

Compensation & Benefits

Salary: $55,000 annually +overtime opportunities

• Strong health insurance plan
• Paid Time Off (PTO)
• Exceptional retirement plan with company contributions historically equal to approximately 25% of annual salary
• No employee contributions required for the retirement plan
• Long-term financial security and stability

Why This Role?

• No nights, weekends, or on-call shifts
• Work exclusively with professional contractors and technicians, not homeowners
• Stable organization with a strong reputation and long-term employee investment
• Field experience is valued and respected
• Excellent work-life balance with outstanding benefits

If this sounds like you, please apply today.