Senior HVAC Technical Service Advisor

About the role

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful.

Responsibilities

• Assist dealers in troubleshooting service and installation problems over the phone daily
• Maintain daily call log of customer interactions
• Provide outside field service customer support on job sites
• Develop and maintain relationships with outside sales, field technicians, and customers, ensuring their satisfaction with our products and services at all times
• Provide technical product knowledge and product training virtually and in-person to customers and internal associates
• Aid in developing training curriculum and materials as directed by the Training & Technical Support Manager
• Aid in filing warranty claims
• Attend trainings to become Trane/American Standard Field Service Representative (FSR)
• Become a Mitsubishi Diamond Service Group member (DSG)
• Other duties as assigned by Manager

Qualifications

• 5 + years of Technical HVAC Experience. Either in Service, Install or Technical Support
• EPA Certification and other HVAC licenses strongly preferred
• Experience with Trane/American Standard and Mitsubishi residential HVAC products, strongly preferred
• Willing to answer technical support phone calls most days
• Ability to quickly find product information to assist technicians on the phone or on the jobsite
• Ability to provide top notch customer service
• Strong proficiency with computer and software programs, including all Microsoft Applications
• Ability to communicate technical information to technical and non-technical customers and associates
• Demonstrated interpersonal skills and ability to collaborate with people at multiple levels of the organization
• Ability to be flexible, adaptable, and multitasking skills needed, including the ability to prioritize multiple, urgent requests
• Prominent time management and organizational skills
• Detailed and able to maintain a high level of accuracy
• Self-starter, creative problem solver, and self-sufficient

Benefits

Ferguson cares for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

Pay

The pay range for this role is $7,791.67 - $12,475.00. This role is Bonus or Incentive Plan eligible. Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.