Title: Technical Support Specialist

Reports to:Technical Support Manager

Based in: ABCO Long Island City Headquarters.

Required Travel: This individual is responsible for travel, including overnight travel, both locally and throughout ABCO’s entire territory for technical support as well as training.

Compensation:

• Salary: $70,000 to $80,000 plus bonus
• Position includes:
  • Company car
  • Gas card
  • EZ Pass
  • Expense account
• Comprehensive Benefits Package includes:
  • Medical insurance
  • Dental insurance
  • Vision Insurance
  • Life Insurance
  • Disability insurance
  • AFLAC Plans for Cancer, Accident, and Hospitalization Coverage
  • 401 K with Company Match
  • Education Assistance

About ABCO: Established in 1949, ABCO HVACR Supply + Solutions is the largest full line distributor of HVAC and Refrigeration systems and supplies in the Northeast United States.

Whether it’s getting a vital part delivered in an emergency, to providing the service and know-how to create innovative solutions, ABCO is determined to help our customers thrive. We provide solutions and services to contractors, engineers, architects and developers with 17 fast-access locations, ranging from Baltimore/Washington DC to Boston.

Our mission is to exceed customers’ highest expectations. With ABCO, customers are supported with a deep inventory and extensive delivery capabilities, and smarter strategies to help ensure their success and profitability.

For more info, visit our website at www.abcohvacr.com.

Job purpose:  To provide technical product support, equipment and systems start-up support, as well as solutions and training on various HVAC/R products and systems, ultimately fostering customer confidence and satisfaction, and enabling the sales team to close profitable sales.  This will directly contribute to ABCO’s mission of exceeding customer’s highest expectations by:

• Providing customers, both internal and external, with sophisticated, accurate technical support, helping them to service their customers, and ultimately strengthening the relationship between ABCO, our customers, and the community.
• Providing design build assistance to aid ABCO’s sales team in closing profitable sales.
• Conducting training classes for customers, enabling them to better service their customers and helping to further develop the partnership between ABCO and its customers.

Requirements:

• Experience: a minimum of four years of technical HVAC service experience combined with 2-5 years of HVAC business/supervisory experience and will have extensive troubleshooting experience. Comprehensive knowledge of the principles of air conditioning with specific knowledge of Commercial Product lines required.
• Education: Engineering degree or equivalent combinations of technical training and/or related experience.  Advanced management or technical training preferred.
• Skills and traits
  • ​Strong analytical ability
  • Technical troubleshooting skills
  • Self motivated
  • Able to work both individually and in team settings
  • Excellent communication skills, both written and verbal
  • Strong problem solving skills
  • Sales presentations
  • Strong work ethic
  • Assertive
  • Dependable
  • Customer service orientation
  • Comfortable working in a changing and dynamic environment
  • Excellent organization skills
  • Supervisory experience
  • Decision making skills essentia
• Computer: Working knowledge of the Microsoft Suite; CRM knowledge a plus
• Travel: Willing to travel within all areas of territory (company car provided)

Primary responsibilities and accountabilities:

Technical Support & Start-ups:

• Handle a high volume of calls for extended periods, with a positive client service demeanor, both while travelling in the field and when inside the office.
  • Responds to calls to architects, engineers, builders, developers, utilities, and national accounts as directed by the Sales Manager.
  • Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite resolutions.
• Provides technical assistance or information for favorable product specification, effectively promoting commercial third party products, influencing the purchase decision.
• Conducts ongoing customer site visits for the following purposes:
  • Field Project supervision
  • Perform site-surveys
  • Provide factory startup assistance
  • Commissioning
  • Warranty work
• Identifies, analyzes, diagnoses, and repairs systems and products at customer's location.
  • Troubleshoots hardware, software and connectivity issues on both stand alone systems and networked systems.
  • Troubleshoots hardware and software problems effectively and seeks stable cost effective solutions.
  • Identifies problems and provides solutions in order to ensure customer satisfaction.
  • Utilizes computer equipment to diagnose the equipment issues and corrective measures.
• Works cooperatively with factory technical teams to provide technical support to ABCO customers.
• Accurately educates or re-educates customers on basic system operations and functions including but not limited to equipment & system operation.
• Demonstrates an understanding and adherence to all work safety policies and procedures including OSHA and any local authorities governing requirements.
• Performs field resolutions of customer complaints as necessary.
• Travels to job sites and customer locations, sometimes on short notice, and occasionally provides after-hours support.

Secondary responsibilities and accountabilities:

Design Build Assistance

• Provides selling support through technical assistance to co-workers, customers, and others who may influence the purchase decision.
• Follows blueprints or engineering specifications and utilizes a hands-on ability to work from diagrams and drawings and utilize tools of the trade.
• Reviews contract documents to determine scope of work and to ensure all requirements are included in cost estimate.
• Assists in promotion and sale of additional equipment/services.

Training

• In the event that the training manager is unavailable to deliver training classes, the Technical Support Specialist will
  • Perform pertinent training classes for installation and service as necessary.
  • Coordinate with manufacturers for appropriate training and warranty processes as needed
  •  Conduct technical training for internal sales team, customers, and other business associates.
  • Train end-users or peers in the use of hardware and software that they have mastered.