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HVAC Technical Product Support Specialist

Date: Feb 19, 2021

Location: LAKE FOREST, IL, US, 60045-5201 Virtual Worker, IL, US, N/A TEMPE, AZ, US, 85283-4475 WATERLOO, IA, US, 50701-9371 JANESVILLE, WI, US, 53546-8729

Company: Grainger Businesses

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.

If a candidate is located near our Lake Forest, IL, Janesville, WI, Waterloo, IA, or Tempe, AZ site, the role would typically be located at that site, but due to COVID-19 will be fully virtual until further notice.  Once the site location has a return to work plan, the team member will be required to be on-site. If located outside of these locations, position will be remote/virtual.

Position Description

We are seeking a service professional who has industry knowledge and experience as a Commercial or Residential HVAC technician join our Technical Product Support team. The ideal skill set is often found in those who have extensive experience in maintaining and troubleshooting HVAC equipment. Knowledge of sizing of heating/ac units and ventilation is a plus.  You will utilize your exceptional communication skills, technical knowledge and company provided resources to assist our customers in the areas of pre-sales selection, post-sales support, application and troubleshooting assistance for a variety of HVAC equipment, parts and applications. Your customer base will include external customers such as end users, maintenance technicians and contractors as well as internal customers including parts & sourcing specialists, sales and branch personnel.


Major Responsibilities:

*Provide world-class technical product support in product application, selection and troubleshooting via the phone.

*Utilize industry-related experience, formal vendor training and on-the-job learning opportunities to achieve and maintain a high level of technical expertise on the products Grainger sells.

*Capture and channel information to provide product teams / suppliers feedback about products based on interaction with customers and field personnel.

*Educate and assist customers with product selection, applications and troubleshooting of equipment.

*Foster an environment of teamwork and open communication by sharing information, and following established processes.


Position Requirements:

*Must have hands-on field experience while working in an unsupervised position in the installation, service, troubleshooting and repair of HVAC equipment as well as working knowledge of electric motors, plumbing and test instruments in HVAC applications.

*Proven customer service skills, with the ability to maintain strong external and internal customer relationships by identifying and anticipating their needs, then meeting / exceeding their requirements and expectations.

*Excellent organizational and communication skills.

*Must have basic computer and typing skills to include: email activity, navigating the internet and MS Office applications.

* Occasional evenings, Saturdays, or overnight travel may be necessary for product training.

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.