Role Description As an HVAC Technical Specialist, you will: - Oversee all aspects of HVAC technical training and support within the region. - Use advanced HVAC technical knowledge to investigate, analyze, and diagnose field technical issues and work with HVAC manufacturers to resolve all technical issues both over the phone and onsite. - Travel throughout a large geographic territory to customer locations to advise on complex HVAC technical issues. - Work independently to provide consultation and guidance to customers regarding their HVAC system performance. - Deliver comprehensive product support training, updates, and inventory assistance to Hajoca Profit Centers. - Support sales efforts through technical training, coaching, evaluation, inventory recommendations, and product support. - Effectively manage customer contacts and relationships to provide excellent customer service, build support and sales, and constantly increase overall customer satisfaction. - Develop close support alignment with each Profit Center Manager and HVAC sales staff member to ensure open communication and assistance. - Maintain a current working knowledge of all HVAC technical issues by reviewing all technical bulletins and attending industry-related technical training functions and professional events. - Safeguard and maintain all Company assets – business planning and strategy, customer information, and confidential manufacturer information. - Conduct all business in accordance with Company policy and procedures. - Successfully complete required safety and compliance training programs as assigned. - Perform other reasonably related duties as assigned by immediate supervisor and other management as required. Qualifications - 5+ years of technical experience in HVAC systems. - Possess a proper and valid driver’s license. - Applicable HVAC certifications. Requirements - Ability to diagnose and analyze HVAC equipment, installation, and application according to the manufacturer's installation documentation. - Experience training others on HVAC systems. - Effectively use Microsoft Office software (Outlook, Word, Excel) to communicate via email, maintain appointment and customer contact files, and analyze performance data. - Demonstrate outstanding verbal and written communication, and generous listening skills. - Be organized, a self-starter, and detail-oriented. - Build and maintain a positive working relationship with customers, vendors, and co-workers. - Learn and operate the computer-related systems used to create and submit quotation packages and create orders. - Read, write, speak, and understand English. - Perform basic arithmetic operations using whole numbers, common fractions, and decimals. Benefits - Competitive starting wage. - Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. - Full-time benefits (for team members working 30 or more hours per week): - Medical, dental, vision, and prescription coverage. - Accident, Hospital Indemnity, and critical care coverage. - Life insurance and Long Term Disability. - Pre-tax accounts for healthcare, dependent care, and commuter benefits. - Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law). - Paid pregnancy and parental leave. - Paid day of community service. - Full-time and part-time benefits: - 401(k). - Retirement cash account with company contributions. - Targeted training programs focused on your personal and professional growth. - Company wellness program. - Employee discounts. - College tuition benefits.

• Serve as the primary point of contact for end users by providing **bilingual support (English and French)** via phone, our main communication channel. • Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction. • Assist end users across additional support channels, including chat and email-based ticketing, to ensure a consistent support experience. • Analyze OCPP connectivity logs and data to identify and resolve technical problems. • Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions. • Contribute to internal and external documentation in both English and French to support knowledge sharing and self-service.

• Serve as the ultimate escalation point for enterprise customers • Drive root cause analysis on systemic and recurring problems • Lead cross-functional initiatives with engineering, product, and sales teams • Own the design and review of customer environment architectures • Define and refine support processes, SLA frameworks, and escalation paths • Mentor and technically develop senior and junior team members alike • Identify emerging technology trends and proactively introduce capabilities, tooling, and practices

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps. • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling. • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.