Technical Service Advisor - Sid Harvey Industries I : Job Details

Job Description for: HVAC Technical & Service Support AdvisorFull-timeSummary:The HVAC Technical and Service Support Advisor supports contractors and internal staff with troubleshooting technical issues. Additionally, supporting the warranty process and training internal staff and customers on a schedule throughout the year.Reports To:Regional Sales ManagerEssential Duties and Responsibilities:

• Provide customers with support through technical competence and effective communication skills.
• Troubleshooting technical issues from simple to complex with technicians and internal staff via phone, email, text, and in person.
• Effectively communicate technical issues and results to internal staff, management, and vendors in a simple and easy to understand manner.
• Accurate logging of issues and follow-up as needed.
• Evaluating warranty products for vendor returns and repair of damaged or recalled equipment.
• Ensuring prompt completion of follow-up documentation and resolution, expediting the handling of warranty issues, and addressing any associated paperwork promptly.
• Conducting site visits for training and technical assistance with customers.
• Assist the team with reading wiring diagrams for system layouts.
• Evaluate & resolve labor requests from customers.
• Develop and maintain strong relationships with vendors, engaging with them as needed to ensure up-to-date product knowledge.
• Coordinating with sales and marketing director; develop, schedule, and conduct training sessions for both internal staff and customers on equipment lines.
• Work closely with cross-functional teams to address technical challenges and support the achievement of sales and regional objectives.
• Perform other related duties as required and assigned.
• HVAC Technical and Service Support Advisor supports contractors and internal staff with troubleshooting technical issues
• Additionally, supporting the warranty process and training internal staff and customers on a schedule throughout the year
• Provide customers with support through technical competence and effective communication skills

Abilities and Physical Requirements:

• Minimum 5 years related HVAC experience in a technical capacity is required.
• Degree in the HVAC industry preferred, but not required.
• Excellent people skills and ability to work collaboratively and efficiently as a member within a challenging environment.
• Experience in preventative maintenance, installation, and repair of heating, ventilating, air conditioning and Refrigeration systems.
• Instructional or training experience preferred.
• Good listener, self-motivation, strong communicator via verbal and written conversations.
• Able to deal with a variety of people and situations in a positive, collaborative, and open-minded manner.
• Well organized and professionally represent the company.
• Ability to think critically and logically under pressure.
• Hydronics knowledge and background preferred, but not required.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).
• Effective multi-tasking and problem-solving skills.
• Travel to customer locations and worksites as needed, approx.
• Must be able to pass a drug test.

Education: High school diploma, or equivalent.