HVAC Technical Service Advisor - MN

Rheem Manufacturing Company•Minneapolis, MN

4d•Onsite

About The Position

The Technical Support Advisor serves as a technical expert and trusted resource for customers, contractors, and internal teams. The role troubleshoots HVAC equipment and system issues, supports warranty processes, provides technical training, and delivers customer service. The position supports RMD - Air Management Supply and is located in Minneapolis, Minnesota. The employee must live in the Minneapolis metro area and be willing to travel locally 25% for customer visits, technical support, and training activities. The role also supports product applications and system design, maintains records of customer interactions and warranty activity in a CRM system, and works with manufacturers, vendors, branch teams, and Design Engineering. It includes field visits and staying current on product updates, manufacturer requirements, industry trends, and emerging technologies. Other duties and special projects may be assigned.

Requirements

At least 5 years of related HVAC experience in a technical capacity.
Experience in preventative maintenance, installation, and repair of heating, ventilating, or air conditioning systems.
Strong mechanical and electrical troubleshooting skills.
Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with varying levels of expertise.
Ability to read and interpret wiring diagrams, schematics, and technical documentation.
Ability to work positively, professionally, and open-mindedly with a variety of people and in difficult situations.
Ability to think critically and logically under pressure and work in a fast-paced environment.
Passion for learning and training others.
Proficiency with CRM systems and Microsoft Office applications.
Effective multitasking, listening, and problem-solving skills.
Willingness to travel 25% locally for customer visits, technical support, and training activities.
Must live in the Minneapolis metro area.

Nice To Haves

A degree in the HVAC industry.
Hydronics or commercial product knowledge and experience.
Instructional or training experience.

Responsibilities

Serve as a primary technical resource for contractors, customers, and internal team members.
Troubleshoot HVAC equipment and system issues by phone, email, virtual meetings, and on-site visits; analyze problems, identify root causes, and recommend solutions.
Communicate technical findings, recommendations, and resolutions to customers, colleagues, and manufacturers.
Support local branch teams with technical expertise and product application assistance.
Use technical documentation, manufacturer tools, and other resources to research and resolve issues.
Develop and deliver technical training for customers, contractors, and internal staff, including on-site and classroom-style sessions on equipment operation, installation, troubleshooting, and best practices.
Provide ongoing education and support to improve customer confidence and product knowledge.
Evaluate warranty claims and equipment issues to determine eligibility and appropriate resolutions.
Inspect returned, damaged, defective, or recalled equipment and coordinate vendor return and repair processes.
Review customer labor claims and recommend actions based on warranty guidelines and product requirements.
Partner with manufacturers and vendors to facilitate warranty support and resolve issues.
Collaborate with Design Engineering to interpret and develop wiring diagrams and system layouts.
Review equipment applications and system configurations to support proper installation and performance.
Provide technical guidance on product selection, operation, and system functionality.
Document customer interactions, technical issues, resolutions, warranty claims, and follow-up activities in the CRM system.
Maintain detailed records, communicate timely updates on open issues and customer requests, and follow through until customer concerns are resolved.
Respond promptly and professionally to inquiries and deliver a high level of customer service.
Conduct field visits to customer sites for technical support, diagnostics, and training.
Stay current on product updates, manufacturer requirements, industry trends, and emerging technologies.
Perform other duties and special projects as assigned.
Demonstrate leadership competencies including aligning performance for success, applying business knowledge, building talent and trusting relationships, communicating with impact, customer orientation, delegating tasks, leading the team, facilitating change, emotional intelligence, influencing, problem solving and decision making, and supporting innovation.