About this role

Provide technical product support to outside sales and field partners for Residential HVAC products
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
Assist in developing training curriculum and materials as directed by the Training & Technical Support Manager
Assist with 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

5+ years of Technical HVAC Experience 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
Ability to quickly find product information to assist technicians on the phone or on the jobsite
Be able 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
Proven time management and organizational skills
Detailed and able to maintain a high level of accuracy
Self-starter, creative problem solver, and self-sufficient
Ability to travel within New England to job sites, branches and corporate offices as required

Senior HVAC Technical Service Advisor

Key skills