Support and Service Technician

Job Description: About MacroAir
MacroAir Technologies designs and manufactures high-volume, low-speed (HVLS) industrial fans that improve air circulation, energy efficiency, and comfort in warehouses, manufacturing facilities, distribution centers, and large commercial spaces. Headquartered in Fort Worth, Texas, MacroAir serves customers across North America through a network of certified installers, distributors, and internal field service, engineering, and manufacturing teams.
Learn more about our technology, customers, and installer .

01. The Role
MacroAir is seeking a Support and Service Technician to serve as a hybrid resource across our Support and Field Service functions.
Based out of our Fort Worth, TX facility, this role splits time roughly evenly between remote technical support - phone, email, and Zendesk tickets - and on-site field work, installing, commissioning, troubleshooting, and repairing MacroAir HVLS fan systems.
This position sits within Support. It extends Support's coverage with hands-on field capability, working alongside the Technical Support team on tickets and alongside the Field Service team on-site - without absorbing or duplicating either team's dedicated scope.
This role requires travel to customer sites and installation locations throughout North America.
02. What You'll Own
Remote / Phone Support:

Field inbound technical support calls, emails, and Zendesk tickets from distributors, contractors, and end users.
Diagnose and troubleshoot product issues remotely, walking customers through resolution steps.
Document all support interactions, diagnoses, and resolutions in Zendesk.
Escalate unresolved or complex issues to the appropriate department or Support Manager.

Field Service:

Deploy to customer and installation sites to install, commission, troubleshoot, and repair MacroAir HVLS fan systems.
Diagnose mechanical, electrical, and controls-related issues involving motors, VFDs, controllers, and fan systems.
Perform preventive maintenance and make necessary adjustments and calibrations.
Complete and submit all required field documentation in a timely, professional manner.
Ensure failed units (RMAs) are properly documented and returned to the factory for analysis.

03. What Good Looks Like

You're equally comfortable talking a customer through a fix over the phone and fixing it yourself on-site.
You troubleshoot to root cause instead of guessing or simply replacing components.
You document clearly and consistently, whether it's a ticket or a field report.
You know when to resolve something yourself and when to escalate - and you do it fast.
You communicate technical information clearly to customers, installers, and internal teams.
You become a trusted resource for MacroAir's customers, distributors, and installer network.

04. Requirements

2-4 years of experience in technical/customer support, field service, or electrical-mechanical work, or an equivalent combination of education and experience.
Strong troubleshooting experience with mechanical, electrical, and control systems.
Comfortable working a phone/ticket queue and comfortable working with hand tools on-site.
Strong communication skills - clear, patient, and professional across phone, email, and in person.
Ability to independently manage multiple priorities across support and field assignments.
Ability to travel approximately 25-50% as business needs require.
Valid driver's license and ability to travel to customer locations.

05. Preferred Qualifications

Experience with Zendesk or a similar ticketing/CRM platform.
Experience with HVLS fans, industrial HVAC, or similar equipment.
Experience with variable frequency drives and motor control systems.
Experience with ERP/service platforms such as Acumatica or Salesforce.
Background in electronics or computers.

06. Why This Role

Real variety - no two weeks look the same between the phone queue and the road.
Direct impact on customer experience from first call to final fix.
Work cross-functionally with Support, Field Service, and Engineering.
Gain exposure across the full customer lifecycle, not just one slice of it.
Opportunity to grow into either field service or support leadership.

07. Environment

Based out of MacroAir's Fort Worth, TX facility.
Combination of office/call-center, warehouse, and customer-site environments.
Frequent interaction with customers, contractors, installers, and internal teams.
Travel throughout North America as needed.
Occasional extended hours, weekends, or after-hours support based on customer requirements.