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Heatcraft Worldwide Refrigeration · 6 hours ago

Sr. Field Support Engineer-Refrigeration

Stone Mountain, GA

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $119K/yr

5+ years exp

Heatcraft Worldwide Refrigeration is a leader in refrigeration solutions, and they are seeking a Sr. Field Support Engineer to provide technical support both in the field and remotely. The role involves troubleshooting refrigeration systems, coordinating with internal teams, and ensuring clear communication with customers to resolve issues effectively.

Manufacturing

Comp. & Benefits

Hiring Manager

Dawn Meland, PHR

Responsibilities

Review open cases, field requests, or scheduled site visits

Coordinate with internal teams like Technical Support, Engineering, Sales, or Product Services to align priorities, clarify scope, or ensure the right parts, documentation, and information are in place before a trip begins

Travel to customer sites to support start-ups, commissioning, or complex troubleshooting

Listen first, assess the system holistically, and separate installation issues from equipment issues using sound refrigeration fundamentals

Support the field remotely by walking contractors through diagnostics, reviewing wiring photos or trend logs, or helping interpret control data to get a system back online

Capture findings, root causes, corrective actions, and recommendations in a way that adds value to the organization and improves future outcomes

Balance multiple requests, prioritize based on impact, safety, and urgency

Communicate clearly, manage expectations, and represent Heatcraft with professionalism

Qualification

HVAC/R experienceCommercial refrigeration systemsRefrigerants A1A2LA3EPA Section 608 CertificationTroubleshooting skillsTechnical assistanceCustomer service mindsetMicrosoft Office proficiencyCommunication skills

Required

A bachelor's degree in engineering (preferred) or an equivalent combination of education and experience

Requires at least 5 years of relevant HVAC/R experience

Strong working knowledge of commercial refrigeration systems, including single systems and rack systems used in food retail, industrial, and commercial applications

Hands-on experience with refrigerants, including A1, A2L, and A3, with a clear understanding of safety practices, handling, and regulatory requirements

EPA Section 608 Universal Certification, or the ability to obtain certification within 90 days of employment

Proven troubleshooting and analytical skills, with the ability to diagnose mechanical, electrical, and control-related issues in real-world field conditions

Ability to provide effective technical assistance in a fast-paced environment, often supporting multiple stakeholders simultaneously

Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to customers, contractors, and internal teams

Strong customer service mindset, representing Heatcraft professionally while building trust and confidence with customers

Ability to manage multiple priorities, balance travel and remote support, and adapt to changing field conditions

Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) for documentation, reporting, and presentations

Valid driver's license and a driving record acceptable under company policy

Ability to travel and fly commercially as required to support customer sites and projects

Preferred

A technically capable professional who takes quality seriously, values doing things the right way, and understands the impact field support has on customer success

Someone who is curious, coachable, and collaborative, willing to learn, share knowledge, and grow with the organization

A strong Heatcraft ambassador who combines technical credibility with professionalism and respect in every customer interaction