HVAC Tech Support Pro: Troubleshooting & Training

Laphcc; Owensboro (KY); On-site; USD 48,000 - 68,000; Full time

Job summary

Benoist Brothers Supply invites applications for a full-time HVAC Technical Support Specialist to assist customers, contractors, and technicians with equipment, controls, and troubleshooting. You will support product selection, installation questions, and warranty guidance while delivering a professional, customer-focused experience.

The ideal candidate has hands-on HVAC knowledge, strong problem-solving skills, and the ability to explain technical information clearly to both technical and

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.

Responsibilities

• Provide phone, email, and in-person technical support for HVAC equipment, components, and related systems.
• Assist 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.
• Coordinate 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.

Skills

HVAC knowledge

Troubleshooting

Communication skills

PowerPoint proficiency

Mobile devices proficiency

Education

High school diploma

HVAC certification

Tools

PowerPoint

Job description

Benoist Brothers Supply invites applications for a full-time HVAC Technical Support Specialist to assist customers, contractors, and technicians with equipment, controls, and troubleshooting. You will support product selection, installation questions, and warranty guidance while delivering a professional, customer-focused experience.

The ideal candidate has hands-on HVAC knowledge, strong problem-solving skills, and the ability to explain technical information clearly to both technical and