Senior Product Specialist, Aspen Manufacturing & HVAC Solutions

Position Summary

The Senior Product Specialist serves as a primary technical expert for Aspen Manufacturing products and related HVAC solutions across the RectorSeal portfolio. This role combines advanced product knowledge, customer technical support, product quality improvement, technical training, and cross-functional collaboration.

The position supports customers, contractors, distributors, and internal stakeholders through phone, email, and web-based support channels while partnering closely with Engineering, Quality, Manufacturing, Product Management, Marketing, and Sales teams.

Key Responsibilities

Product Expertise

• Serve as a Subject Matter Expert (SME) for Aspen Manufacturing products and HVAC applications.
• Provide technical guidance regarding installation, application, troubleshooting, and product performance.
• Support complex technical escalations and field issues.
• Monitor industry trends, competitive products, and regulatory developments.

Customer Support

• Provide advanced technical support via phone, email, and web-based platforms.
• Support contractors, distributors, customers, sales teams, and internal personnel.
• Manage escalated support cases and ensure timely resolution.
• Maintain accurate case documentation within company support systems.
• Contribute to knowledge base articles, FAQs, and troubleshooting resources.
• Act as the voice of the customer by identifying recurring product and application issues.

Product Quality & Continuous Improvement

• Support investigations involving warranty claims, product failures, and customer complaints.
• Conduct root cause analysis and support corrective action initiatives.
• Analyze field data and customer feedback to identify improvement opportunities.
• Collaborate with Engineering and Quality teams to improve product reliability and customer satisfaction.

Product Development & Cross-Functional Collaboration

• Participate in product development, validation testing, and product launch activities.
• Provide technical feedback to Engineering, Product Management, Manufacturing, and Marketing teams.
• Support development of technical documentation and product resources.
• Serve as a liaison between customers, Technical Services, and internal business functions.

Training & Knowledge Transfer

• Develop and deliver technical training programs and presentations.
• Support internal employee training as well as distributor and contractor education.
• Participate in trade shows, customer events, and technical workshops.

Required Qualifications

• Bachelor's degree in Engineering, HVAC Technology, Construction Management, Industrial Technology, or related field; equivalent industry experience may be considered.
• Minimum 7 years of HVAC industry experience.
• Minimum 5 years in Technical Services, Product Support, Engineering Support, Manufacturing, Quality, Product Development, or Field Service.
• Strong HVAC system, equipment, installation, and troubleshooting knowledge.
• Excellent communication, presentation, and problem-solving skills.
• Ability to work effectively with technical and non-technical audiences.
• Authorized to work in the United States.
• Reside full-time within the continental United States.
• Ability to travel up to 25%.

Preferred Qualifications

• Experience with Aspen Manufacturing products or similar HVAC equipment.
• Experience within HVAC manufacturing environments.
• Knowledge of evaporator coils, air handlers, and residential/light commercial HVAC systems.
• Experience supporting new product development and product launches.
• Root cause analysis and corrective action experience.
• Central Time Zone residence preferred.
• NATE, HVAC Excellence, or equivalent HVAC certifications.
• Experience delivering technical training programs.

Core Competencies

• HVAC Technical Expertise
• Technical Troubleshooting
• Customer Support Excellence
• Product Quality Improvement
• Root Cause Analysis
• Customer Advocacy
• Product Development Support
• Technical Communication
• Cross-Functional Collaboration
• Knowledge Management
• Continuous Improvement
• Training & Knowledge Transfer
• Strategic Thinking

Success Metrics

• Performance will be measured through:
• Achievement of Technical Services response and service-level objectives.
• Customer satisfaction and support effectiveness.
• Quality and completeness of case documentation.
• Technical expertise and product knowledge development.
• Contributions to product quality improvements and corrective actions.
• Development of technical documentation and training content.
• Effective collaboration with Engineering, Quality, Manufacturing, Product Management, Marketing, and Sales.
• Support of successful product launches and continuous improvement initiatives.

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to travel by automobile and commercial airline.
• Ability to lift and carry product samples and training materials up to 30 pounds.
• Ability to safely access manufacturing facilities, warehouses, job sites, and mechanical equipment areas.

Benefits: At RectorSeal, our employees enjoy the following benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, paid time off program with paid holidays, and various wellness programs.

About RectorSeal

Based in Houston, Texas, RectorSeal, LLC, is a wholly owned subsidiary of CSW Industrials, Inc. [NYSE: CSW] and is a leading provider of quality solutions for the professional trades serving heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com.

About CSW Industrials
CSW Industrials is a diversified industrial growth company with industry-leading operations in three segments: Contractor Solutions, Specialized Reliability Solutions, and Engineered Building Solutions. CSW provides niche, value-added products with two essential commonalities: performance and reliability. The primary end markets we serve with our well-known brands include HVAC/R, plumbing, electrical, general industrial, architecturally-specified building products, energy, mining, and rail transportation.