Product Specialist - HVAC Technical Support

Ferguson Enterprises; Burlington (MA); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Residential HVAC Product Specialist to provide technical support and training for HVAC products. This remote role focuses on assisting dealers and technicians with troubleshooting, ensuring customer satisfaction, and maintaining strong relationships with sales teams. The ideal candidate will have extensive HVAC experience and outstanding communication skills, making this an excellent opportunity to grow within a supportive and innovative organization. Join a company that values well-being and offers a comprehensive benefits package, including health, dental, and mental health coverage.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k) with Company Match

Mental Health Coverage

Paid Parental Leave

Associate Discounts

Community Involvement Opportunities

Qualifications

• 5+ years of technical HVAC experience required, preferably with Trane/American Standard.
• EPA Certification and HVAC licenses strongly preferred.

Responsibilities

• Assist dealers in troubleshooting service and installation problems over the phone.
• Provide technical product knowledge and training to customers and associates.
• Maintain relationships with outside sales and field technicians.

Skills

Technical HVAC Experience

Customer Service

Communication Skills

Problem Solving

Time Management

Interpersonal Skills

Education

EPA Certification

HVAC Licenses

Tools

Microsoft Applications

Job description

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

S. G. Torrice is currently seeking to fill an immediate need for a Residential HVAC Product Specialist. As a Product Specialist, you will provide technical product support to our outside sales and field partners for Residential HVAC products. If you have prior technical experience with Residential HVAC Equipment, outstanding communication skills, and love helping others solve problems, this is an excellent opportunity to grow with an industry-leading organization.

This is a remote role that will support the New England District. Our ideal candidate must be in EST time zone, preferably within easy commuting distance of locations in Wilmington, MA.

Responsibilities:

• 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.

Qualifications:

• 5 + years of Technical HVAC Experience. Either 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.
• Willing to answer technical support phone calls most days.
• Provide Technical Training in-person and virtually.
• 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.

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

Pay Range:

$4,140.00 - $8,960.60

Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information