HVAC Technical Support Advisor

FERGUSON•Cincinnati, OH

2d•Onsite

About The Position

At Ferguson, we realize our greatest assets are our best-in-class associates, which is why we’re dedicated to offering limitless opportunities for growth and advancement. We want to help you build a long-lasting career with Ferguson. Together, we can continue to lead the industry. Ferguson is currently seeking the right individual to fill an immediate need for an HVAC Technical Support Advisor. As an HVAC Technical Support Advisor, you will work with customers, internal associates, and vendors to provide heating and air conditioning / heat pump subject matter expertise, installation / service guidance, and training. Primary equipment lines include Mitsubishi, Rheem/Ruud, and Durastar residential and commercial unitary, packaged, and ductless. If you have prior experience as an HVAC Service Technician or Trainer, this is an excellent opportunity to apply your expertise within a more office-based setting and grow with an industry-leading company! This is an office-based role in our Cincinnati location, responsible for supporting customers& associates in southern Indiana territory by phone and sometimes in person with jobsite and contractor visits.

Requirements

5+years HVAC field service and/or distributor field service experience required.
Possess an exceptional understanding of field service skills as they relate to HVAC equipment installations and troubleshooting.
Understanding HVAC field service tools and equipment and their use.
Excellent customer service skills
Organizational skills
The ability to communicate effectively, both orally and in writing
Basic computer skills, including Microsoft Office tools
Enthusiastic approach to customer service and the desire to train others.
The ability to travel, sometimes overnight

Nice To Haves

Familiarity with residential and commercial unitary systems and ductless systems preferred.

Responsibilities

Provide technical phone support to HVAC and Ductless contractors regarding installation and servicing challenges on equipment sold by Ferguson.
Travel to perform field visits as necessary for the resolution of issues after appropriate phone support has been applied.
Instruct on how to proceed in repair or troubleshooting.
Determine best methods to satisfy contractor and end users.
Ensure customer / contractor represents product in an accurate and reputable manner.
Evaluate customer / contractor installations through field visits.
Act as a liaison between vendors and contractors / customers.
Build and maintain working relationships with sales associates and customers.
Conduct HVAC customer training at Ferguson, including individualized product and customer specific needs.
Conduct HVAC training at the contractor’s location as needed.
Provide HVAC technical support and training to the inside and outside sales team in branches.
Participate in continuing education and professional development as required.
Participate in new product support and training as required.
Support outside sales with customer visits as needed.
Accurately document all conversations and field visits.
Be responsible for accurate processing of vendor paperwork and claim entries, including warranty issues, labor reimbursements, and equipment concessions.
Ensure credits are submitted to the appropriate Ferguson channel for writing of the credit.