Counter Technical Expert at ACR Supply Co

Durham, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Selection, Troubleshooting, Installation Guidance, Customer Relationship Building, Training, Mentoring, Product Updates, Best Practices, Cross-Functional Collaboration, Order Processing, Invoicing, Quoting, Product Availability Inquiry, Pricing Verification, Special Orders, ERP Software

Industry

Wholesale

Description

Why ACR Supply? ACR Supply is a family owned HVACR company known for incredible customer service and quality products. We are humbled to be recognized as a 2018, 2021, 2022, 2023 and 2024 Best Christian Places to Work awardee. We have worked diligently to create a work environment where our team members get up every morning and truly want to come to work. At ACR Supply, we believe in serving with excellence, and our Store Sales Associates are at the heart of that mission. If you’re looking for a role where your daily work has a direct impact on businesses, families, and entire communities, we’d love to have you on our team. What You’ll Do: As a Counter Technical Expert at ACR Supply Company, you play a crucial role in equipping our customers with the right solutions for their needs and supporting and training your teammates by using excellent, in-depth knowledge of HVAC products and company operations. The Counter Technical Expert serves as the product and process expert at the location. Your work will directly impact the success of our stores, the productivity of contractors and team members, and the satisfaction of end users—whether they’re homeowners seeking comfort or businesses requiring operational efficiency. Key Responsibilities: * Customer Engagement and Problem Solving: Serve as the go-to technical expert on the counter, providing guidance on product selection, troubleshooting, and installation. Build strong relationships with customers by understanding their unique challenges and offering tailored solutions. Ensure a seamless and efficient customer experience at the counter. Provide timely feedback to the company regarding service failures or customer concerns. * Training: Mentor and train sales associates to improve technical knowledge and help them better serve their customers. Develop and deliver training sessions on product updates, best practices, and troubleshooting techniques. Lead by example, fostering a culture of collaboration, accountability, and continuous learning. Attend product and industry-related training and educate teammates on what was covered. * Cross-Functional Collaboration: Act as the liaison between store team members and other ACR departments like the Engineered Products team and Sales team. * Operational Excellence: Process, invoice, and quote customer orders/changes/returns according to established ACR policies and procedures. Respond to inquiries of product availability & pricing. Verify pricing accuracy. Call manufacturers for product availability and place special orders with manufacturers. Provide timely and accurate information to incoming customer order status and product knowledge requests. Cross-reference old products to new products. Open and close the store as assigned. * Continuous Improvement: Stay current on all vendor required trainings, new products, and industry changes. * Travel: This role requires some travel for vendor/product training. How You’ll Make an Impact * Help HVAC contractors stay on schedule and reduce callbacks * Support field technicians by making sure they get the right parts—fast * Contribute to a positive in-store experience that keeps customers loyal * Build trust with contractors who count on ACR for expert support * Reinforce a culture of excellence and service in every interaction What You’ll Bring: * High School Diploma or GED * In-depth understanding of commercial HVAC/R systems and terminology * 5 years paid experience in the commercial or residential HVAC industry with related product knowledge * 5 years experience as an HVAC technician or 10 years experience in counter sales in a HVAC wholesale environment * Current and valid Driver’s License * 3 years experience using ERP software (preferred) * 3 years customer service experience (preferred) * Experience coaching or training in HVAC or wholesale environment (preferred) * Meet physical demands: The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member is regularly required to use hands and fingers handle or feel; reach with hands and arms; and talk or hear. The team member frequently is required to stand; walk; and stoop, kneel, crouch or crawl. The team member is occasionally required to sit and climb or balance. The team member must regularly lift and/or move objects up to 10 pounds, frequently lift and/or move objects up to 50 pounds, and occasionally lift and/or move objects that weigh more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Where You’ll be Working: This position works in a store and warehouse setting, with some outdoor exposure during the workday. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and standard warehouse equipment such as hand trucks, box cutters, forklifts, and tape dispensers. This role requires standing for extended periods of time, which may include the entirety of the scheduled shift. What You Can Look Forward To: Benefits & Perks (for eligible associates)! * Paid time off and Paid holidays off * Medical, dental, vision, life insurance * Supplemental insurance * Volunteer paid time off * AAA roadside assistance * 401k program with company match * Family fun day * Personal and professional development and training * A supportive work culture… and the list goes on! Join the ACR Family! If you enjoy solving problems, serving others, and working in a high-impact role, we want to meet you. Click below to apply and join the ACR family. *ACR Supply Company is committed to Equal Employment Opportunity. Reasonable accommodations are available for qualified individuals with disabilities. If you need assistance or accommodation due to a disability, you can call us at 919-765-8398*

Responsibilities

The Counter Technical Expert acts as the primary product and process expert, providing in-depth technical guidance for HVAC product selection, troubleshooting, and installation to customers and teammates. Key duties include mentoring sales associates, liaising with other departments, and accurately processing customer orders, quotes, and returns according to company policies.