What are the responsibilities and job description for the Technical Support & Training position at Benoist Brothers Supply?
Technical Support Specialist – HVAC
Benoist Brothers Supply (www.benoist.com) is a multi-state wholesale distributor of heating, ventilation and air conditioning (HVAC) equipment and products. Our business runs on relationships with our customers; our team members are our most valuable assets. We are seeking a full-time Technical Support Specialist for our southern branch locations.
Position Summary
The Technical Support Specialist provides technical assistance to customers, contractors, service technicians, sales teams, and internal staff on HVAC equipment, controls, parts, applications, and troubleshooting. This role supports product selection, installation questions, system diagnostics, warranty guidance, technical training, and issue resolution while delivering a professional, customer-focused experience.
The ideal candidate has hands-on HVAC knowledge, strong problem-solving skills, computer proficiency, and the ability to explain technical information clearly to both technical and non-technical audiences.
Location
This position will support our Southern locations and may be based out of one of the following branches:
• Owensboro, KY
• Paducah, KY
• Union City, TN
• Evansville, IN
Some travel between branch locations, customer sites, vendor trainings, contractor trainings, or company meetings may be required based on business needs.
Key Responsibilities
• Provide phone, email, and in-person technical support for HVAC equipment, components, and related systems.
• Assist contractors, technicians, and customers with troubleshooting heating, cooling, ventilation, refrigeration, and control system issues.
• Review equipment model numbers, serial numbers, wiring diagrams, installation manuals, submittals, and product specifications to support accurate guidance.
• Help identify replacement parts, compatible components, and appropriate equipment options.
• Support field technicians with diagnostic procedures, startup questions, installation concerns, and service recommendations.
• Conduct technical training for contractors, dealers, customers, and internal staff on HVAC products, applications, troubleshooting, installation practices, and technical updates.
• Document customer interactions, technical issues, resolutions, and follow-up actions in the appropriate system.
• Coordinate with vendors, manufacturers, warranty departments, sales teams, and branch personnel to resolve complex technical issues.
• Provide guidance on warranty requirements, service procedures, and manufacturer documentation.
• Stay current on HVAC products, codes, industry standards, refrigerants, controls, and emerging technologies.
• Escalate unresolved or high-risk technical issues to the appropriate manufacturer or internal leadership.
• Maintain a professional, service-oriented approach when handling urgent or difficult customer situations.
Qualifications
• High school diploma or equivalent required; technical school, HVAC certification, or related training preferred.
• Prior experience in HVAC service, technical support, distribution, parts, or equipment sales preferred.
• Required Kentucky HVAC certification or license, or ability to obtain/maintain required Kentucky certification based on job responsibilities and business needs.
• Strong understanding of HVAC systems, including furnaces, air conditioners, heat pumps, air handlers, rooftop units, mini-splits, ventilation products, and basic controls.
• Ability to read and interpret wiring diagrams, installation instructions, service manuals, and product specifications.
• Strong troubleshooting and mechanical aptitude.
• Excellent verbal and written communication skills.
• Ability to explain technical information clearly and patiently.
• Ability to conduct technical training for contractors, customers, and internal team members.
• Strong customer service skills with a sense of urgency and professionalism.
• Comfortable using computers, customer management systems, parts lookup tools, manufacturer portals, and common business applications.
• Proficient with Microsoft PowerPoint and able to use presentation tools to support training and communication.
• Comfortable using mobile devices and applications, including iOS and Android platforms.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• EPA certification, NATE certification, or manufacturer-specific certifications are a plus.
Preferred Experience
• Field service experience as an HVAC technician.
• Experience working in HVAC wholesale distribution.
• Familiarity with residential and light commercial HVAC equipment.
• Experience supporting contractors, dealers, or service companies.
• Experience conducting technical training, product demonstrations, or contractor education sessions.
• Knowledge of warranty processes, replacement parts, and manufacturer technical support procedures.
• Experience using PowerPoint, mobile applications, manufacturer apps, and digital training tools.
Core Competencies
• Technical troubleshooting
• Customer service
• Product knowledge
• Contractor training and education
• Clear communication
• Computer and mobile technology skills
• Problem solving
• Attention to detail
• Team collaboration
• Follow-through and accountability
Physical Requirements
• Ability to sit, stand, walk, and use a computer for extended periods.
• Ability to lift or move HVAC parts and materials as needed.
• Ability to communicate clearly by phone, email, and in person.
• Ability to review technical documents, labels, wiring diagrams, and product information.
• Ability to use computers, mobile devices, and presentation equipment as needed for support and training activities.
Success Measures
Success in this role is measured by timely response to support requests, quality of technical guidance, customer satisfaction, accurate documentation, effective technical training, issue resolution, and strong collaboration with internal teams, vendors, contractors, and customers.