HVAC Facilities Support Specialist

HVAC Facilities Support Specialist

This position is for a Facilities Help Desk Tier 2 HVAC Subject Matter Expert (SME). The position is responsible for remote maintenance with a focus on HVAC equipment via phones, e-mails, and other methods of communication. In addition, the Tier 2 SME position will require training and support of other Facilities Help Desk Specialists, reviewing knowledge base articles for potential updates, and recommending improvements as necessary. Some onsite work at local stores will be required. SME is expected to maintain good relations with members of Field Maintenance.

Key duties and responsibilities include:

• Utilize ServiceNow, Inform.NET and other Maintenance materials.
• Stay updated on industry trends, emerging technologies, and regulatory changes relevant to HVAC equipment.
• Understands, follows, and enforces safety procedures.
• Responds to request for assistance on a wide variety of in-store HVAC equipment.
• Create and maintain documentation related to the subject matter, including technical reference information and user guides.
• Provide phone support for store level employees for various issues with a specialty in HVAC equipment to assist or achieve resolution of routine issues.
• Assists with dispatching of In-House Maintenance or vendors as required for resolution.
• Excellent communication skills and the ability to research and resolve issues.
• Create work orders for maintenance technicians, managers, and store personnel.
• Log relevant cases and tech support to the Help Desk.
• Responds to emails from other departments and outside contractors and vendors.
• Work a variety of assignments, such as charge disputes and work order rejections.
• Check 7-11 Integration Failures and correct any work order that does not dispatch correctly.
• Manually order and research parts orders that fail due to cost center, company code, etc.
• Redirect incorrect work orders assigned to Maintenance Operations queue.
• Provides technical support to other departments within 7-Eleven for maintenance related issues.
• Completes other duties, including special projects, as assigned by Supervisor.
• Possibility of working evening, nights, weekends, and holidays (via a set schedule).

Specific knowledge and skills include:

• Customer obsessed mentality, working an issue to resolution or ensuring the issue is assigned to the correct team to resolve the issue.
• Advanced experience and knowledge with HVAC equipment.
• Ability to provide effective peer-to-peer technical guidance and support to colleagues.
• Exceptional verbal and written communication skills, with a proven ability to convey complex technical information clearly through training sessions, and knowledge base articles.
• Proven capability to lead and coordinate team efforts, including project assignments and meetings.
• Demonstrated strong analytical and problem-solving abilities, coupled with a highly collaborative approach to teamwork.
• Understanding of Regulations: Awareness of safety standards, environmental guidelines, and compliance requirements, including refrigerant handling protocols.
• Experience with Word, Excel, PowerPoint and other MS Office suite applications.

Education: High School/GED

Years of Experience: 5+

Certifications/Licenses: EPA 608 Universal