Counter Technical Expert

ACR Supply Co•Durham, NC

5d•Onsite

About The Position

As a Counter Technical Expert at ACR Supply Company, you play a crucial role in equipping our customers with the right solutions for their needs and supporting and training your teammates by using excellent, in-depth knowledge of HVAC products and company operations. The Counter Technical Expert serves as the product and process expert at the location. Your work will directly impact the success of our stores, the productivity of contractors and team members, and the satisfaction of end users—whether they’re homeowners seeking comfort or businesses requiring operational efficiency.

Requirements

High School Diploma or GED
In-depth understanding of commercial HVAC/R systems and terminology
5 years paid experience in the commercial or residential HVAC industry with related product knowledge
5 years experience as an HVAC technician or 10 years experience in counter sales in a HVAC wholesale environment
Current and valid Driver’s License
Meet physical demands: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to use hands and fingers handle or feel; reach with hands and arms; and talk or hear. The team member frequently is required to stand; walk; and stoop, kneel, crouch or crawl. The team member is occasionally required to sit and climb or balance. The team member must regularly lift and/or move objects up to 10 pounds, frequently lift and/or move objects up to 50 pounds, and occasionally lift and/or move objects that weigh more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Nice To Haves

3 years experience using ERP software (preferred)
3 years customer service experience (preferred)
Experience coaching or training in HVAC or wholesale environment (preferred)

Responsibilities

Customer Engagement and Problem Solving: Serve as the go-to technical expert on the counter, providing guidance on product selection, troubleshooting, and installation. Build strong relationships with customers by understanding their unique challenges and offering tailored solutions. Ensure a seamless and efficient customer experience at the counter. Provide timely feedback to the company regarding service failures or customer concerns.
Training: Mentor and train sales associates to improve technical knowledge and help them better serve their customers. Develop and deliver training sessions on product updates, best practices, and troubleshooting techniques. Lead by example, fostering a culture of collaboration, accountability, and continuous learning. Attend product and industry-related training and educate teammates on what was covered.
Cross-Functional Collaboration: Act as the liaison between store team members and other ACR departments like the Engineered Products team and Sales team.
Operational Excellence: Process, invoice, and quote customer orders/changes/returns according to established ACR policies and procedures. Respond to inquiries of product availability & pricing. Verify pricing accuracy. Call manufacturers for product availability and place special orders with manufacturers. Provide timely and accurate information to incoming customer order status and product knowledge requests. Cross-reference old products to new products. Open and close the store as assigned.
Continuous Improvement: Stay current on all vendor required trainings, new products, and industry changes.
Travel: This role requires some travel for vendor/product training.