Technical Service Engineer (Middleville)
RemX | The Workforce Experts, Middleville, MI, United States
Technical Support Engineer – HVAC/Mechanical
Location:
Middleville, Michigan
Schedule:
In Office – Monday–Friday, 9:00 AM–6:00 PM (some flexibility available depending on business needs)
Base Salary:
$50,000–$65,000 DOE
Position Overview
The Customer Service Technician provides high-level customer service and technical support in a fast-paced contact center environment. This role supports HVAC professionals, plumbers, mechanical contractors, and service technicians by phone (not homeowners) by delivering accurate troubleshooting guidance, installation support, and solution-focused assistance.
This position is ideal for someone with field experience who enjoys solving problems, educating others, and de-escalating complex technical or service-related issues with professionalism and empathy.
Key Responsibilities
Deliver exceptional customer service and technical support to HVAC specialists, contractors, distributors, and service professionals via inbound phone calls (approximately 20 calls per day)
Troubleshoot product, installation, and application issues and guide callers to effective solutions
Demonstrate excellent customer de-escalation skills, resolving challenging or high-pressure situations calmly and professionally
Review service cases to determine site-related, installation-related, or component-related issues
Support and assist with customer claims and ensure timely and accurate service resolutions
Collaborate with internal teams to escalate and resolve complex technical concerns when necessary
Clearly document service interactions and resolutions in internal systems
Maintain a strong focus on customer satisfaction, professionalism, and technical accuracy
Required Qualifications
Strong customer service skills, including experience handling escalations and de-escalating tense situations
Passion for problem-solving and finding solutions
Comfort working in a structured, fast-paced contact center environment
Strong verbal and written communication skills
Ability to work independently while also collaborating within a team setting
High school diploma or equivalent
Preferred Qualifications
Field experience as an HVAC, Mechanical, Electrical, or Plumbing Technician
Hands-on experience working with HVAC, plumbing, or mechanical systems
EPA 608 certification
NATE certification
Type/Title 603 certification
Master Plumber certification
Familiarity with HVAC, plumbing, or mechanical terminology and best practices
Associate degree or technical certification in HVAC, Plumbing, or a related trade
Benefits & Perks
Very strong health insurance plan
Generous PTO
Employer contributes approximately 25 percent of the employee’s annual salary directly to the retirement plan
No employee payroll deductions required for retirement contributions
Stable schedule with long-term career growth opportunities
Supportive, professional, and technically driven work environment
Location:
Middleville, Michigan
Schedule:
In Office – Monday–Friday, 9:00 AM–6:00 PM (some flexibility available depending on business needs)
Base Salary:
$50,000–$65,000 DOE
Position Overview
The Customer Service Technician provides high-level customer service and technical support in a fast-paced contact center environment. This role supports HVAC professionals, plumbers, mechanical contractors, and service technicians by phone (not homeowners) by delivering accurate troubleshooting guidance, installation support, and solution-focused assistance.
This position is ideal for someone with field experience who enjoys solving problems, educating others, and de-escalating complex technical or service-related issues with professionalism and empathy.
Key Responsibilities
Deliver exceptional customer service and technical support to HVAC specialists, contractors, distributors, and service professionals via inbound phone calls (approximately 20 calls per day)
Troubleshoot product, installation, and application issues and guide callers to effective solutions
Demonstrate excellent customer de-escalation skills, resolving challenging or high-pressure situations calmly and professionally
Review service cases to determine site-related, installation-related, or component-related issues
Support and assist with customer claims and ensure timely and accurate service resolutions
Collaborate with internal teams to escalate and resolve complex technical concerns when necessary
Clearly document service interactions and resolutions in internal systems
Maintain a strong focus on customer satisfaction, professionalism, and technical accuracy
Required Qualifications
Strong customer service skills, including experience handling escalations and de-escalating tense situations
Passion for problem-solving and finding solutions
Comfort working in a structured, fast-paced contact center environment
Strong verbal and written communication skills
Ability to work independently while also collaborating within a team setting
High school diploma or equivalent
Preferred Qualifications
Field experience as an HVAC, Mechanical, Electrical, or Plumbing Technician
Hands-on experience working with HVAC, plumbing, or mechanical systems
EPA 608 certification
NATE certification
Type/Title 603 certification
Master Plumber certification
Familiarity with HVAC, plumbing, or mechanical terminology and best practices
Associate degree or technical certification in HVAC, Plumbing, or a related trade
Benefits & Perks
Very strong health insurance plan
Generous PTO
Employer contributes approximately 25 percent of the employee’s annual salary directly to the retirement plan
No employee payroll deductions required for retirement contributions
Stable schedule with long-term career growth opportunities
Supportive, professional, and technically driven work environment