Senior HVAC Technical Service Advisor

FERGUSON•Fife, WA

1d•Onsite

About The Position

Ferguson, a Fortune 500 company established in 1953, is a leading provider of quality supplies for various industries, including Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks, and Residential Digital Commerce. With approximately 36,000 associates across 1,700 locations, Ferguson aims to simplify complex projects for its customers, making them successful and sustainable. The company fosters a community where associates can build meaningful careers. Ferguson is seeking an HVAC Technical Service Advisor (TSA) to provide expert troubleshooting support for Durastar HVAC products, including unitary, mini-splits, side-discharge outdoor units, multi-positional air handlers, and PTACs. This role involves guiding contractors, service technicians, and customers through installation, maintenance, and repair challenges over the phone. The ideal candidate will possess strong HVAC expertise and excellent communication skills to ensure efficient issue resolution and a positive customer experience. This is an on-site position at the Ferguson HVAC Fife, WA location.

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).
Strong attention to detail and accuracy.
Ability to build PowerPoint presentations and coordinate, facilitate, and lead in-person and remote training sessions.

Nice To Haves

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

Responsibilities

Provide remote technical support/assistance troubleshooting product installation and service issues via telephone, remote assistance tool, or email.
Serve as a subject matter expert for contractors/dealers, while providing HVAC equipment product support with courteous customer support and service.
Design and implement training curriculums for both contractors and internal associates.
Stay abreast of current installation and service practices and information.
Work with vendors towards resolution of issues.
Conducts occasional on-site/job site visits to provide technical support and assistance, as needed.
Ride along with Territory Managers on Dealer recruitment calls and present features and benefits to the owners and service departments.
Support contractors with new equipment installations to ensure the customers have a good experience and feel supported.