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Role - Technical Support Specialist II (Boiler Draft System Technician)

Location - Alpharetta, GA

Work Type - Full-time / On-site

About the Job

A leading manufacturer of commercial boiler exhaust, mechanical draft, and ventilation systems is seeking a hands-on Technical Support Specialist II with mid-level experience in boiler systems, combustion, electrical controls, and mechanical troubleshooting.

This role supports customers, contractors, sales representatives, and internal teams by providing technical assistance for boiler exhaust, mechanical draft, control systems, commissioning, warranty, and product performance issues.

Position Summary

The Technical Support Specialist II is responsible for providing technical support to domestic and international customers through phone, email, video calls, and on-site visits. The role involves troubleshooting commercial boiler systems, commissioning equipment, supporting warranty investigations, collaborating with engineering teams, and ensuring reliable product performance in the field.

Essential Duties and Responsibilities

• Provide timely technical support to customers, contractors, representatives, and internal personnel.

• Troubleshoot boiler exhaust, combustion air, mechanical draft, venting, VFD, pressure control, and electrical control issues by phone, email, video call, and on-site support.

• Support installation, startup, commissioning, operation, maintenance, and troubleshooting of mechanical draft and exhaust systems.

• Interpret field symptoms, wiring conditions, control behavior, fan operation, VFD alarms, pressure readings, and boiler responses to recommend corrective actions.

• Conduct on-site technical support visits for troubleshooting, commissioning, training, inspections, and performance verification.

• Assist with warranty evaluations by reviewing customer reports, photos, field data, wiring, operating history, and failure descriptions.

• Collaborate with Engineering and R&D on field issue investigations, product improvements, documentation updates, engineering changes, and new product development.

• Support the design, wiring verification, build, testing, and troubleshooting of custom electrical control panels.

• Prepare wiring diagrams, connection diagrams, field reports, troubleshooting summaries, commissioning reports, and technical recommendations.

• Escalate complex technical issues to Engineering with clear documentation and recommended next steps.

Boiler & Combustion System Knowledge

• Working knowledge of commercial boiler operation, burner sequence of operation, draft requirements, combustion air, venting, safety interlocks, and boiler control logic.

• Ability to troubleshoot boiler room issues including nuisance lockouts, flame failures, poor draft, blocked vent conditions, pressure switch faults, excessive condensate, corrosion, and improper mechanical draft operation.

• Understanding of boiler firing rates, exhaust volume, draft pressure, fan speed, vent sizing, combustion air, and pressure-controlled mechanical draft systems.

• Ability to communicate effectively with boiler technicians, mechanical contractors, commissioning agents, maintenance personnel, and engineers.

• Minimum Requirements

• High school diploma or equivalent required.

• Technical school, trade school, military technical training, or an associate degree in HVAC, boiler technology, mechanical systems, electrical systems, or a related field preferred.

• Mechanical or Electrical Engineering degree may be considered with relevant field experience.

• Ability to travel up to 50% for field support, commissioning, training, and customer visits.

• Valid driver's license required.

• Valid U.S. passport required or obtainable.

• Minimum 3-5 years of hands-on experience with commercial boilers, HVAC equipment, combustion systems, mechanical draft systems, controls, or industrial/commercial mechanical equipment.

• Experience troubleshooting commercial boiler rooms, burner systems, exhaust fans, venting systems, VFDs, pressure controls, electrical control panels, and field wiring strongly preferred.

Required Technical Knowledge

• Ability to read and interpret wiring diagrams, schematics, installation manuals, technical drawings, burner control diagrams, and control panel layouts.

• Working knowledge of low-voltage and line-voltage control circuits, relays, contactors, transformers, fuses, overloads, terminal blocks, sensors, pressure transducers, VFDs, and control panels.

• Experience using diagnostic tools such as multimeters, clamp meters, manometers, basic hand tools, and other field service instruments.

• Experience with PLCs, Modbus, BACnet, Building Automation Systems, AutoCAD, DraftSight, CRM, ERP, warranty systems, or technical support ticketing is a plus.

Key Skills

• Strong boiler, combustion, mechanical, electrical, and controls troubleshooting skills.

• Practical field service mindset with disciplined diagnostic abilities.

• Excellent written and verbal communication skills.

• Ability to document field findings, corrective actions, warranty evaluations, and technical recommendations.

• Customer-focused with strong ownership, professionalism, and the ability to work independently while recognizing when to escalate issues.

Preferred Qualifications

• Experience in commercial boiler service, HVAC service, burner service, mechanical equipment troubleshooting, or engineered ventilation.

• Experience with VFD-driven fans, draft control systems, pressure-controlled exhaust systems, boiler exhaust applications, or mechanical draft equipment.

• Familiarity with commercial boiler platforms such as Fulton, Lochinvar, Cleaver-Brooks, Aerco, Raypak, Patterson-Kelley, Weil-McLain, or similar systems.

• NATE, HVAC Excellence, EPA 608, Boiler Operator License, Burner Technician training, manufacturer boiler certifications, or similar credentials are a plus.

Physical Requirements

• Ability to work in mechanical rooms, boiler rooms, rooftops, commercial buildings, industrial environments, and active construction or service areas.

• Ability to climb ladders, inspect installed equipment, use hand tools and test instruments, and lift up to 50 lbs as needed.

• Ability to stand, walk, bend, kneel, and work safely around mechanical and electrical equipment.