Must reside in the state(s) specified above. This position is only open to residents in the state(s) specified above.

Strong background in residential and light commercial HVAC preferred

• Reviews cases from customers, sales, and customer service to investigate product issues. Analyzes product problems and recommends solutions. Conducts appropriate research on product issues, including reviewing technical and online resources. Provides guidance to Technical Support Specialists on complex issues or requests.
• Partners with Sales, Customer Service, and Product Management teams to create solutions for customers with sourcing, operational, and/or application issues.
• Uses detailed product knowledge to provide instruction and education to internal and external customers regarding the use of products and applications.
• Stays informed on relevant regulations and restrictions to ensure safety and compliance with customer orders.
• Answers regular and escalated internal and external phone calls and e-mails related to product questions.
• Assists customers with finding products in the catalog, sourcing products, placing orders, providing quotes, verbally assisting in the proper installation of products, and keeping customers informed of warranty procedures and information. Compares and contrasts products for a customer and recommends the appropriate product based on customer needs. Follows up with customers when necessary.
• Trains and educates customers and staff.

• May modify processes to resolve situations.
• Under limited supervision, relies on experience and exercises independent judgment to determine the best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.
• Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees' professional development but does not have hiring/firing authority.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• Typically requires overnight travel less than 10% of the time.

• Technical certification or associate degree may be required in some areas. Generally 5-7 years of experience in a related area of responsibility.

Equal Employment Opportunity

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