Job Description
ABOUT THE ROLE
Mastercool has been the trusted name in HVAC and automotive service tools for over 40 years, with products sold globally. We’re hiring a Technical Support Specialist to be the front line between our customers and our product expertise.
This is a hands-on, office-based role at our Randolph, NJ headquarters. You’ll spend your days talking to real HVAC technicians and automotive professionals, occasionally working with equipment directly, and keeping our repair and returns process running smoothly. Most importantly, you will be a part of a tight-knit team that builds things. If you have worked in HVAC service, automotive repair, or technical customer support, you’ll fit right in.
WHAT YOU’LL DO
• Take inbound calls from customers and HVAC/automotive technicians to diagnose product issues and guide them through repairs or replacements
• Process product returns (RMAs) and provide accurate, timely repair estimates
• Document all customer interactions and resolutions clearly in our system (Infor ERP)
• Coordinate with internal teams on complex or escalated product issues
• Support customers via phone with a patient, professional, and solution-focused approach
WHAT WE’RE LOOKING FOR
Required:
• 1–3 years of experience in HVAC service, automotive repair, or technical customer support
• Hands-on comfort with tools and mechanical equipment — this is not a desk-only role
• Strong phone communication skills: patient, clear, and calm under pressure
• Experience processing service orders, quotes, or repair tickets
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• High school diploma or equivalent
Preferred (nice to have):
• Experience with an ERP system (Infor or similar)
• Bilingual in English and Spanish
COMPENSATION & BENEFITS
• $20–$22/hr based on experience
• Health, dental, and vision insurance
• Health Savings Account (HSA)
• 401(k) with company match + profit sharing
• Paid time off (PTO)
• Real career growth — we promote from within
Mastercool Inc. is an Equal Opportunity Employer M/F/Disability/Veteran