After years of working in the field and owning my own business, I’ve recently made the transition to the other side of the counter, now providing Technical Support.
In my short time fielding calls from this new perspective, I’ve noticed a few things that are worth sharing.
- Trust the Process
There’s always a reason for the call, even if it’s as simple as, “My boss told me to double-check with you.” It’s best to do it right. When a technician has worked on a problem long enough to consider calling tech support, they usually have a theory about what the issue might be. They may be correct—maybe it is the TXV —but it could also be something completely unexpected. It’s not easy to let go of what you think might be causing the issue, but taking a minute to go through the details and trust the advice of tech support can save time in the long run.
- Accurate Job Site Descriptions = Quick Problem Solving
Remember, you’re familiar with the job site—we are not. Understanding the layout, details, and anything on-site that could be contributing to the issue is one of the most challenging aspects of remote troubleshooting. Providing pictures, videos, and being on-site when you make the call can greatly speed up the problem-solving process.
- Always Start with the Basics
Always start with the simple things. Just the other day, a technician quickly responded, “Yes,” when I asked, “Are you sure your wiring is correct?” However, we later discovered that his helper had accidentally switched two wires. I’ve also seen equipment wired incorrectly from the factory, which could easily be overlooked and lead to a lot of unnecessary lost time.
- Check back in with your Tech Support
Lastly, the most important thing is to check in when you know there have been multiple major component failures in a system. If you arrive on-site and find the second compressor in a system has shorted out, it’s a good idea to send a text with the model and serial number while you’re still there. Any time something unusual is happening, a quick text gives us the chance to ensure there isn’t anything else to check while you’re on-site that could help prevent a third failure. It also shows that you’ve made an effort to involve us, which can be invaluable if another failure occurs.
About the author
Steve Poreba brings 17 years of dedicated experience to the HVAC industry, showcasing a journey marked by growth, expertise, and leadership. He began his career as a helper in the air conditioning sector, quickly advancing to become a Refrigeration Technician at Coca-Cola, where he sharpened his skills over three years. Steve founded and successfully operated his own A/C and refrigeration business for five years, demonstrating both technical and business acumen. After selling his business, Steve continued to elevate his career, contributing his knowledge and skills to Saint Lucie County for three years. His commitment to excellence then led him to GMS Air Conditioning, where he further honed his craft for another two years. Today, Steve is a valued member of the Tropic Supply team, where he applies his extensive expertise as a Tech Support specialist, playing a crucial role in advancing the HVAC/R industry.
