Senior HVAC Technical Service Advisor

Ferguson Enterprises•Fife, WA

22h•Onsite

About The Position

Since 1953, Ferguson has been a source of quality supplies for a variety of industries, aiming to build better infrastructure, homes, and businesses. They strive to make customers’ complex projects simple, successful, and sustainable by proactively solving problems, adapting, and growing. Ferguson, a Fortune 500 company, provides best-in-class products, service, and capabilities across Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks, and Residential Digital Commerce industries. The company has approximately 36,000 associates across 1,700 locations. Ferguson is seeking a Senior HVAC Technical Service Advisor (TSA) to provide expert troubleshooting support over the phone, guiding contractors, service technicians, and customers through installation, maintenance, and repair challenges for Carrier, Bryant, and Day & Night HVAC products, including unitary, multi-positional air handlers, and Commercial RTUs. The ideal candidate will combine strong HVAC expertise with excellent communication skills to ensure efficient issue resolution and a positive customer experience. This is an on-site job 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).
Ability to work efficiently and independently in a remote environment while managing multiple priorities.
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
HVAC Field service, technical support, or certified trainer experience

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.
Must have a strong knowledge of inverter-driven systems, including variable-speed technology, ensuring proper installation, operation and troubleshooting.