Technical Service Advisor
Job Summary
The Technical Service Advisor provides advanced technical support, troubleshooting assistance, and product training to TSI employees, dealers, contractors, and customers. This position serves as a technical resource for HVAC equipment, applications, installation, start-up, diagnostics, and service-related issues.
A significant component of this role is technical training. The Technical Service Advisor is responsible for developing and delivering effective technical training programs for both internal employees and TSI’s dealer/contractor network. The successful candidate must have proven experience training others in a technical environment, along with strong hands-on HVAC knowledge and the ability to communicate complex information clearly to audiences with varying levels of experience.
Duties and Responsibilities
Provide technical HVAC support to dealers and contractors, primarily by phone, email, and other remote methods, with field visits as needed.
Diagnose equipment, installation, application, and operational issues and guide customers through appropriate troubleshooting and corrective actions.
Provide technical support to TSI Inside Sales, Outside Sales, Warranty, and other departments as needed.
Serve as a liaison between dealers, contractors, TSI, and manufacturers to help resolve complex equipment, application, and technical issues.
Work with dealers and manufacturers to research and resolve equipment-related claims and other non-standard service situations.
Develop, coordinate, and deliver technical training programs for TSI employees and the dealer/contractor network.
Identify training needs and develop course content, presentations, demonstrations, hands-on exercises, technical materials, and other learning resources.
Deliver engaging technical instruction in classroom, laboratory, field, and virtual environments.
Adjust training methods based on the technical knowledge and experience level of the audience.
Maintain training schedules, attendance records, training materials, equipment, supplies, and TSI training/lab facilities.
Stay current on manufacturer products, controls, emerging HVAC technologies, service procedures, and industry practices.
Assist with equipment start-ups, commissioning, troubleshooting, and field technical support when necessary.
Repair or evaluate damaged equipment when appropriate.
Partner with the Warranty Department to evaluate and process non-standard or complex warranty claims.
Participate in manufacturer training, technical meetings, and product education programs.
Travel as required for customer training, equipment start-ups, field support, manufacturer training, and industry meetings, including occasional overnight travel.
Help ensure appropriate Technical Service Advisor coverage is available during normal business hours to support customers and TSI employees.
Promote a cooperative, customer-focused, and team-oriented approach when working across departments, with manufacturers, and with customers.
Perform other duties and responsibilities as assigned.
Education and Experience
High school diploma or GED.
Demonstrated professional experience working with HVAC systems, equipment, service, installation, troubleshooting, or technical support.
Strong working knowledge of HVAC principles and equipment, including refrigeration cycles, electrical systems, controls, gas combustion, and related service practices.
Proven experience training, teaching, mentoring, or providing structured technical instruction to others.
Experience explaining complex technical concepts to individuals with varying levels of technical knowledge.
Strong troubleshooting, diagnostic, and problem-solving skills.
Strong verbal communication, presentation, and customer service skills.
Ability and willingness to provide hands-on technical support in both classroom and field environments.
Valid driver's license and ability to travel as required.
Preferred
Experience with building automation systems, HVAC controls, or communicating controls.
Experience with hydronic heating and cooling systems.
Experience with chillers and commercial HVAC equipment.
Experience developing formal technical training programs, curriculum, presentations, or instructional materials.
Experience conducting classroom or hands-on laboratory training.
Manufacturer certifications, HVAC technical certifications, trade school education, or equivalent advanced HVAC training.
Experience working with HVAC distributors, manufacturers, contractors, or dealer networks.
Knowledge, Skills and Abilities
Strong technical aptitude and ability to troubleshoot HVAC systems systematically.
Ability to teach—not simply demonstrate—technical concepts and processes.
Strong presentation and facilitation skills with the ability to engage both experienced technicians and developing professionals.
Ability to translate highly technical information into understandable, practical guidance.
Strong interpersonal and relationship-building skills.
Customer-focused mindset with the ability to remain calm and professional when troubleshooting challenging situations.
Ability to balance technical support calls, training responsibilities, field needs, and competing priorities.
Self-directed with strong organization, preparation, and follow-through.
Collaborative approach and willingness to work across departments to resolve customer and technical issues.
Success in This Role
Success in this position requires someone who brings together three important capabilities: deep HVAC knowledge, strong troubleshooting ability, and demonstrated skill as a technical trainer. The ideal candidate is comfortable working directly with equipment but is equally effective standing in front of a classroom, leading hands-on instruction, or walking a technician through a difficult problem over the phone.
About TSI Temperature Systems, Inc. (TSI) is a 100% employee-owned HVAC distributor serving customers from our Madison and Green Bay locations. Since 1947, we’ve built our business around strong industry expertise, reliable service, and long-term customer relationships. Our employee-owners are at the heart of what we do. At TSI, ownership is more than a benefit—it’s a mindset. We are Customer Focused, think like Owners, Respect Others, and continue to Evolve as we work to provide a high level of service and support to our customers.
- 100% Employee-owned
- Growth and leadership opportunities with a responsive and family-like culture
- Advance your career through our tuition reimbursement program
- Great company culture and employee events. Past experiences have included things like baseball games, chili cookoffs, ESOP bean bag competitions and more!
- Paid vacations and holidays
- Competitive Pay & Benefits
- Hybrid work schedule possibilities with successful performance
TSI ‘s service area covers northern Illinois, eastern Iowa, and the U.P. of Michigan with distribution centers based in Madison and Green Bay.
|
Your email job alert is now active!