Senior HVAC Technical Service Advisor

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Deliver technical product support to external sales and field partners for Residential HVAC products.

• Assist dealers in diagnosing service and installation issues via phone on a daily basis.

• Maintain a daily log of customer interactions and calls.

• Provide on-site customer support for field service operations.

• Cultivate and sustain relationships with external sales, field technicians, and customers, ensuring their satisfaction with our products and services at all times.

• Offer technical product expertise and training both virtually and in-person to customers and internal team members.

• Contribute to the development of training curriculum and materials as directed by the Training & Technical Support Manager.

• Aid in the submission of warranty claims.

• Participate in training to become a Trane/American Standard Field Service Representative (FSR).

• Achieve membership in the Mitsubishi Diamond Service Group (DSG).

• Perform other tasks as assigned by the Manager.

⛳️ Requirements

• 5+ years of Technical HVAC Experience in Service, Installation, or Technical Support.

• EPA Certification and other HVAC licenses are highly preferred.

• Experience with Trane/American Standard and Mitsubishi residential HVAC products is strongly preferred.

• Ability to rapidly locate product information to assist technicians both on the phone and at job sites.

• Commitment to delivering exceptional customer service.

• Strong proficiency in computer and software programs, including all Microsoft Applications.

• Capability to communicate technical information effectively to both technical and non-technical customers and associates.

• Proven interpersonal skills and the ability to collaborate with individuals across various levels of the organization.

• Flexibility, adaptability, and multitasking abilities are essential, including the capability to prioritize multiple urgent requests.

• Demonstrated time management and organizational skills.

• Attention to detail with a commitment to maintaining a high level of accuracy.

• Self-motivated, innovative problem solver, and capable of working independently.

• Willingness to travel within New England to job sites, branches, and corporate offices as needed.

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Life insurance

• 401(k) with company match

• Mental health coverage

• Gender affirming and family building benefits

• Paid parental leave

• Associate discounts

• Community involvement opportunities