Senior Parts Identification Specialist – HVAC

Parts Town•Fort Wayne, IN

6d•Remote

About The Position

The Senior Parts Identification Specialist – HVAC (internally known as HVAC Parts Detective) identifies the correct replacement part numbers customers need for repairs. The role emphasizes accuracy, problem-solving, customer service, and continued skill development. The specialist completes cases for Parts Town HVAC-supported manufacturers and supports escalated parts-identification requests from opening through resolution, keeping involved parties informed along the way. The position works an eight-hour shift scheduled between 7:00 a.m. and 7:00 p.m. CST / 8:00 a.m. and 8:00 p.m. EST.

Requirements

At least one year of HVAC knowledge or experience.
Strong customer-service and problem-solving skills.
Attention to detail and ability to multitask without sacrificing accuracy.
Confidence communicating by phone and computer, with English proficiency in written and verbal communication.
Familiarity with Salesforce, Bloomfire, and team-specific manufacturer lookup and bill-of-materials systems.
Desire to learn, grow, and challenge the status quo.
Interest in meeting and collaborating with teams across the company.
Reliable, high-speed internet connection at home.

Nice To Haves

Cross-training in commercial food service equipment.

Responsibilities

Provide professional, friendly customer service and communicate parts information effectively.
Complete 25–50 daily cases for Parts Town HVAC-supported manufacturers.
Interact with internal customer service team members, customers, manufacturers, and service providers through chat, Salesforce cases, and email.
Use equipment manuals, technical diagrams, parts listings, portals, remote desktop applications, and manufacturer contacts to identify part numbers.
Manage escalated parts-identification requests through their full life cycle, from opening to closure, and communicate updates to involved parties.