HVAC Technical Service Advisor

Summary

The HVAC Technical Service Advisor provides expert technical support and product guidance to contractors, installers, and internal teams for residential and light commercial HVAC systems distributed by the company. This position ensures customers receive accurate information, timely troubleshooting assistance, and professional training on proper installation, operation, and service practices.

Location: Various MA and RI locations

Wage: $24.00-$28.00/hr

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide prompt technical assistance by phone, email, or in person to HVAC contractors and installers.
• Troubleshoot equipment issues with air conditioners, heat pumps, gas furnaces, ductless systems, water heaters, boilers and controls.
• Assist with warranty claims, part identification, and proper product applications.
• Interpret wiring diagrams, sequence of operation, and manufacturer specifications to guide customers through diagnostics and repairs.
• Support the sales team by providing technical recommendations for system selection, sizing, and compatibility.
• Maintain in-depth knowledge of current product lines, accessories, and controls.
• Keep up with industry trends, code changes, and new technologies relevant to residential and light commercial HVAC markets.
• Act as a liaison between customers, the distributor, and manufacturers regarding product issues and warranty concerns.
• Assist with equipment inspections and documentation for warranty claims.
• Provide feedback to management and manufacturers on recurring product or installation issues.
• Provide on-site technical assistance for complex installations, start-ups, or troubleshooting situations.
• Document field findings and report recommendations for process or product improvements.
• Support local SNE branches when not supporting contractors.
• Maintenance of SNE equipment.

Competencies Customer Service Skills

• Multi-tasking
• Time Management / Organizational Skills
• Communication Skills
• Strong attention to detail
• Strong understanding of HVAC fundamentals

Required Education and Experience

• High school diploma or GED, or equivalent combination of education and experience.
• Minimum of 3-5 years of hands-on experience in HVAC installation, service or technical support.
• Ability to read wiring diagrams and diagnostic tools.
• Ability to use Microsoft Office and manufacturers diagnostic platforms.

Preferred Education and Experience

• Familiar with residential and light commercial HVAC brands a plus.