Title: Technical Support Specialist

Reports to: VP of ABCO Engineering Resources and SVP of HVAC Product Management

Based in: Primary office location is ABCO Long Island City Headquarters.  – This individual is responsible for the NYC metro area, Westchester county, Rockland county, and Northern New Jersey territory. 

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 providing technical product support, equipment and systems start-up support, as well as solutions and training on various HVAC/R products and systems.  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 and quoting assistance to aid ABCO’s sales team in closing profitable sales.
  • Designing and 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)

 

Key responsibilities and accountabilities:

Technical Support & Start-ups:

  • Identify problems and provide solutions to ensuring customer satisfaction.
  • Handle a high volume of calls for extended periods, with a positive client service demeanor.
  • Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite resolutions.
  • Responds to calls to architects, engineers, builders, developers, utilities, and national accounts as directed by the Sales Manager.
  • Provides technical assistance or information for favorable product specification. Effectively promotes commercial third party products, influencing the purchase decision.
  • Perform site-surveys, factory startup, commissioning and warranty work.
  • Identifies, analyzes, diagnoses, and repairs systems and products at customer's location.  He or she must be able to troubleshoot hardware, software and connectivity issues on both stand alone systems and networked systems.
  • Required to utilize computer equipment to diagnose the equipment issues and corrective measures.
  • Must accurately educate or re-educate customers on basic system operations and functions including but not limited to equipment & system operation.
  • Demonstrate an understanding and adherence to all work safety policies and procedures including OSHA and any local authorities governing requirements.
  • Perform field resolutions of customer complaints as necessary.
  • Candidate must be able to troubleshoot hardware and software problems effectively and seek stable cost effective solutions
  • Must be comfortable with travel, sometimes on short notice, and occasional after-hours support requirements.

Design & Quoting

  • Provide selling support through technical assistance to co-workers, customers, and others who may influence the purchase decision.
  • Utilizing system databases, provides project pricing and estimates.
  • Ability to following blueprints or engineering specifications and a hands-on ability to work from diagrams and drawings and utilize tools of the trade.
  • Review contract documents to determine scope of work and to ensure all requirements are included in cost estimate.
  • Coordinate submittal process including approvals, resubmissions, and releasing materials for delivery within project schedule.
  • Assist in promotion and sale of additional equipment/services.

 Training

  • Perform pertinent training classes for installation and service as necessary.
  • Coordinate training scheduling.
  • Coordinate equipment start up, punch list and
  • Develop technical training plans, strategies and curricula as needed.
  • Deliver high-impact training in the areas of heating and cooling focused upon diagnostic and repair.
  • Assist in the selection, training and development of trainers in order to meet the technical training needs of the business.
  • Coordinates with manufacturers for appropriate training and warranty processes as needed
  • Lead development / delivery of training and on-going support using multiple media (e.g., formal classroom, facilitated workshops, online self-paced, webinars, knowledge management systems, Help Desk and coaching
  • Monitor effectiveness of communications and training activities and coordinate updates to plans and activities as necessary to achieve transformation program objectives
  • For all training, select appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training.
  • Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
  • Compile data and analyzes past and current year training requirements for budget requests and justify funds requested.
  • Formulate training policies, programs, and schedules, based on knowledge of identified training needs, business systems, or changes in products, procedures, or services.
  •  Conduct technical training for internal sales team, customers, and other business associates.
  • Candidate may be required to train end-users or peers in the use of hardware and software that they have mastered.

 

Equal Opportunity Employer, including disabled and veterans.
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