Technical Support & Training

Key Responsibilities

• Provide phone, email, and in-person technical support for HVAC equipment, components, and related systems.
• Aid contractors, technicians, and customers with troubleshooting heating, cooling, ventilation, refrigeration, and control system issues.
• Review equipment model numbers, serial numbers, wiring diagrams, installation manuals, submittals, and product specifications to support accurate guidance.
• Help identify replacement parts, compatible components, and appropriate equipment options.
• Support field technicians with diagnostic procedures, startup questions, installation concerns, and service recommendations.
• Conduct technical training for contractors, dealers, customers, and internal staff on HVAC products, applications, troubleshooting, installation practices, and technical updates.
• Document customer interactions, technical issues, resolutions, and follow-up actions in the appropriate system.
• Cook up coordination with vendors, manufacturers, warranty departments, sales teams, and branch personnel to resolve complex technical issues.
• Provide guidance on warranty requirements, service procedures, and manufacturer documentation.
• Stay current on HVAC products, codes, industry standards, refrigerants, controls, and emerging technologies.
• Escalate unresolved or high-risk technical issues to the appropriate manufacturer or internal leadership.
• Maintain a professional, service-oriented approach when handling urgent or difficult customer situations.

Qualifications

• High school diploma or equivalent required; technical school, HVAC certification, or related training preferred.
• Prior experience in HVAC service, technical support, distribution, parts, or equipment sales preferred.
• Required Kentucky HVAC certification or license, or ability to obtain/maintain required Kentucky certification based on job responsibilities and business needs.
• Strong understanding of HVAC systems, including furnaces, air conditioners, heat pumps, air handlers, rooftop units, mini-splits, ventilation products, and basic controls.
• Ability to read and interpret wiring diagrams, installation instructions, service manuals, and product specifications.
• Strong troubleshooting and mechanical aptitude.
• Excellent verbal and written communication skills.
• Ability to explain technical information clearly and patiently.
• Ability to conduct technical training for contractors, customers, and internal team members.
• Strong customer service skills with a sense of urgency and professionalism.
• Comfortable using computers, customer management systems, parts lookup tools, manufacturer portals, and common business applications.
• Proficient with Microsoft PowerPoint and able to use presentation tools to support training and communication.
• Comfortable using mobile devices and applications, including iOS and Android platforms.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• EPA certification, NATE certification, or manufacturer-specific certifications are a plus.