HVAC Technical Service Advisor

FERGUSON•Fort Walton Beach, FL

About The Position

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. The HVAC Technical Service Advisor provides technical expertise and guidance in support of our associates and contractors. They will also act as the manager of regional technical issues, while providing solution to technical problems that arise. This position will cover Alabama, Florida Pan Handle, and Mississippi markets. If you have prior experience as an HVAC field installer, service technician, trainer, this is an excellent opportunity for you. The HVAC Technical Service Advisor provides technical expertise and guidance in support of our associates and contractors. The advisor utilizes their HVAC equipment product knowledge, independent judgment, and discretion to further successful projects involving residential and commercial HVAC systems. Uses advanced knowledge of HVAC systems to provide technical guidance to associates and contractors on residential and light commercial HVAC systems. Analyzes project requirements and performs site assessments to recommend the best product selections for customer needs using advanced knowledge, discretion, and independent judgment in compliance with industry standards and regulations. Build and maintain working relationships with sales associates, technicians, and customers to ensure satisfaction and adherence to safety standards and industry best practices. Maintains certifications needed to conduct and participate in product training and demonstrations for internal teams and clients to drive proper product knowledge to gain certification for successful projects. Uses advanced knowledge to provide technical training to both internal associates and external customers/dealers as required. Ride along with Territory Managers on Dealer recruitment calls and present features and benefits to the owners and service departments. Handles complex HVAC issues requiring specialized knowledge and skills to diagnose and resolve problems in partnership with senior specialists and vendors. Utilize XOI software to document and track all interactions and issues related to customer technical issues. Provides technical expertise and guidance, using advanced HVAC knowledge, including professional development to build confidence in the field. Addresses customer issues timely and responds with the appropriate urgency to customers’ calls, emails, and other communications. Ability to build PowerPoint presentations and coordinate, facilitate, and lead in-person and remote training sessions.

Requirements

Degree from an accredited HVAC school or certificate of completion from HVAC technical courses and 5+ years of hands-on HVAC experience, or equivalent combination of education and related experience, required.
Strong understanding of HVAC systems, controls, and diagnostic tools.
Strong expertise with inverter technology, including troubleshooting and optimizing variable-speed systems.
Demonstrate excellent problem-solving skills and the ability to troubleshoot complex HVAC issues remotely, guiding contractors and technicians effectively over the phone.
Strong written and verbal communication skills; ability to tailor tone for contractors, customers, and internal teams.
Proficiency with remote support tools, (Microsoft Office Suite).
Ability to work efficiently and independently in a remote environment while managing multiple priorities.

Nice To Haves

EPA certification and/or equivalent HVAC licensing preferred.
HVAC Field service, technical support, or certified trainer experience is preferred.

Responsibilities

Provide technical expertise and guidance in support of our associates and contractors.
Act as the manager of regional technical issues, while providing solution to technical problems that arise.
Provide technical guidance to associates and contractors on residential and light commercial HVAC systems.
Analyze project requirements and performs site assessments to recommend the best product selections for customer needs using advanced knowledge, discretion, and independent judgment in compliance with industry standards and regulations.
Build and maintain working relationships with sales associates, technicians, and customers to ensure satisfaction and adherence to safety standards and industry best practices.
Maintain certifications needed to conduct and participate in product training and demonstrations for internal teams and clients to drive proper product knowledge to gain certification for successful projects.
Provide technical training to both internal associates and external customers/dealers as required.
Ride along with Territory Managers on Dealer recruitment calls and present features and benefits to the owners and service departments.
Handle complex HVAC issues requiring specialized knowledge and skills to diagnose and resolve problems in partnership with senior specialists and vendors.
Utilize XOI software to document and track all interactions and issues related to customer technical issues.
Provide technical expertise and guidance, using advanced HVAC knowledge, including professional development to build confidence in the field.
Address customer issues timely and responds with the appropriate urgency to customers’ calls, emails, and other communications.
Build PowerPoint presentations and coordinate, facilitate, and lead in-person and remote training sessions.