Product Support Specialist (HVAC and Appliances)

Chadwell Supply•Tampa, FL

1d•Hybrid

About The Position

The Product Support Specialist will serve as a subject matter expert on Chadwell Supply’s private label HVAC and appliance product lines, including Brothers HVAC equipment and Crown appliances. This position provides technical guidance and support to both internal sales teams and external customers, ensuring timely and accurate troubleshooting, warranty navigation, and product training. The ideal candidate will possess strong technical aptitude, excellent communication skills, and a commitment to delivering outstanding customer service.

Requirements

A high school diploma or GED is required.
2+ years of HVAC technical support, service, or installation experience required.
Knowledge of HVAC systems, refrigeration, and appliance repair principles.
Strong understanding of warranty processes and customer service best practices.
Excellent problem-solving, communication, and documentation skills.
Ability to manage multiple priorities and work effectively with cross-functional teams.
Advanced ability with MS Office Suite products (Word, Excel, PowerPoint, and MS Outlook, CRM) and SalesPad.

Nice To Haves

EPA certification or HVAC license preferred but not required.

Responsibilities

Provide technical support to customers and Chadwell Supply sales teams for Brothers HVAC units, Crown appliances, and other related HVAC products.
Guide customers and sales representatives through troubleshooting procedures for product issues, ensuring proper diagnosis, safety guidelines and resolution steps are followed.
Determine and communicate warranty eligibility and coverage, and facilitate warranty claims and escalations as needed.
Collaborate with customers and internal departments to obtain and verify necessary information required to complete quotes, orders, and service requests.
Support internal product training efforts by partnering with the Learning and Development (L&D) team and Sales Trainer to develop and deliver training content, provide product knowledge, installation guidance, and best practices.
Maintain an accurate record of customer interactions and troubleshooting steps within the designated ticketing system.
Stay current on product updates, new technologies, and industry standards related to HVAC and appliance systems.
Contribute to the knowledge management system by generating and maintaining Knowledge Base (KB) and FAQ articles based on recurring support issues and resolutions.