Customer Support Manager, HVAC Specialist

Runwise is looking for a Customer Support Manager, HVAC Specialist who is highly motivated, results-oriented and focused on business growth opportunities. We are looking for a candidate who is able to work 11:30AM EST - 8:00PM EST Tuesday - Saturday as part of their regular work schedule. Preferably a candidate in PST or MST timezones

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc…) in 8,000+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 100,000 cars worth of carbon emissions off the road each year.

As an HVAC Technical Support Specialist, you’ll combine hands-on HVAC knowledge with excellent customer service skills to help property owners and operators keep their buildings comfortable and energy-efficient. You’ll troubleshoot and guide customers through heating and cooling issues, using both your HVAC background and Runwise’s remote management tools.

Applicants must have a high-quality internet connection.

Responsibilities will include, but are not limited to: 

• Answer inbound phone calls, emails, and texts through our 24/7 support line
• Provide real-time troubleshooting of customer-reported HVAC and heating system issues
• Remotely monitor, analyze, and adjust multifamily and commercial heating/cooling systems to optimize comfort and fuel efficiency
• Perform remote quality checks following installations and service visits
• Document and escalate complex issues to internal teams when needed
• Educate customers on best practices for HVAC operation and energy savings

• Making settings adjustments as needed using our remote interface to reduce fuel consumption and manage tenant comfort
• Remote quality checks after installations and service calls are performed

Who you are:

• 1–3 years of direct HVAC field or technical support experience (residential or commercial)
• Solid understanding of heating controls, boilers, and/or building automation systems

• You have excellent social and communication skills and find it easy to get along with others

• You thrive by building long-term relationships and partnering with a range of customers from individual business owners to C-level executives

• You are a problem solver and can diagnose and help troubleshoot problems quickly and efficiently
• You are adaptable to quickly changing situations

• You are a teacher at heart (or by profession) with the ability to distill technical or complex systems into simpler concepts to empower customers

• You are willing and capable of working very hard and at times longer hours during peak season (winter)

• You are passionate about real estate and/or energy efficiency

Salary range: $60,000 - $80,000 based on experience level 

What you believe: 

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company-paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company, one of the true leaders within energy efficiency in the Northeast. You will be surrounded by talented people, including working very closely with our co-founder and sales leader. Your success will also make a tangible impact on reducing carbon emissions across the country, within the cities where we operate.