Technical Service Advisor

Temperature Systems • Madison, WI

8d • Hybrid

About The Position

The Technical Service Advisor provides advanced technical support, troubleshooting assistance, and product training to TSI employees, dealers, contractors, and customers. This position serves as a technical resource for HVAC equipment, applications, installation, start-up, diagnostics, and service-related issues. A significant component of this role is technical training. The Technical Service Advisor is responsible for developing and delivering effective technical training programs for both internal employees and TSI’s dealer/contractor network. The successful candidate must have proven experience training others in a technical environment, along with strong hands-on HVAC knowledge and the ability to communicate complex information clearly to audiences with varying levels of experience.

Requirements

• High school diploma or GED.
• Demonstrated professional experience working with HVAC systems, equipment, service, installation, troubleshooting, or technical support.
• Strong working knowledge of HVAC principles and equipment, including refrigeration cycles, electrical systems, controls, gas combustion, and related service practices.
• Proven experience training, teaching, mentoring, or providing structured technical instruction to others.
• Experience explaining complex technical concepts to individuals with varying levels of technical knowledge.
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Strong verbal communication, presentation, and customer service skills.
• Ability and willingness to provide hands-on technical support in both classroom and field environments.
• Valid driver's license and ability to travel as required.

Nice To Haves

• Experience with building automation systems, HVAC controls, or communicating controls.
• Experience with hydronic heating and cooling systems.
• Experience with chillers and commercial HVAC equipment.
• Experience developing formal technical training programs, curriculum, presentations, or instructional materials.
• Experience conducting classroom or hands-on laboratory training.
• Manufacturer certifications, HVAC technical certifications, trade school education, or equivalent advanced HVAC training.
• Experience working with HVAC distributors, manufacturers, contractors, or dealer networks.

Responsibilities

• Provide technical HVAC support to dealers and contractors, primarily by phone, email, and other remote methods, with field visits as needed.
• Diagnose equipment, installation, application, and operational issues and guide customers through appropriate troubleshooting and corrective actions.
• Provide technical support to TSI Inside Sales, Outside Sales, Warranty, and other departments as needed.
• Serve as a liaison between dealers, contractors, TSI, and manufacturers to help resolve complex equipment, application, and technical issues.
• Work with dealers and manufacturers to research and resolve equipment-related claims and other non-standard service situations.
• Develop, coordinate, and deliver technical training programs for TSI employees and the dealer/contractor network.
• Identify training needs and develop course content, presentations, demonstrations, hands-on exercises, technical materials, and other learning resources.
• Deliver engaging technical instruction in classroom, laboratory, field, and virtual environments.
• Adjust training methods based on the technical knowledge and experience level of the audience.
• Maintain training schedules, attendance records, training materials, equipment, supplies, and TSI training/lab facilities.
• Stay current on manufacturer products, controls, emerging HVAC technologies, service procedures, and industry practices.
• Assist with equipment start-ups, commissioning, troubleshooting, and field technical support when necessary.
• Repair or evaluate damaged equipment when appropriate.
• Partner with the Warranty Department to evaluate and process non-standard or complex warranty claims.
• Participate in manufacturer training, technical meetings, and product education programs.
• Travel as required for customer training, equipment start-ups, field support, manufacturer training, and industry meetings, including occasional overnight travel.
• Help ensure appropriate Technical Service Advisor coverage is available during normal business hours to support customers and TSI employees.
• Promote a cooperative, customer-focused, and team-oriented approach when working across departments, with manufacturers, and with customers.
• Perform other duties and responsibilities as assigned.

Benefits

• 100% Employee-owned
• Growth and leadership opportunities with a responsive and family-like culture
• Advance your career through our tuition reimbursement program
• Great company culture and employee events. Past experiences have included things like baseball games, chili cookoffs, ESOP bean bag competitions and more!
• Paid vacations and holidays
• Competitive Pay & Benefits
• Hybrid work schedule possibilities with successful performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED