Tech Support Highs and Woes w/ Roman

In this candid and comprehensive episode, Bryan sits down with Roman to tackle one of the most frustrating yet crucial aspects of the HVAC industry: technical support. What starts as a conversation about their own tech support nightmares quickly evolves into a deep dive examining the entire ecosystem—from manufacturers and distributors to technicians and sales reps—and how each player can improve the support experience.

Roman opens up about his recent tech support struggles, including having to search Russian websites just to find service manuals for major brand equipment. This leads to a broader discussion about the fundamental problem: as HVAC equipment becomes increasingly complex with proprietary controls and advanced technology, manufacturers have simultaneously made it harder to access the information needed to service that equipment. The conversation highlights how the old "I never called tech support" mentality of veteran technicians is no longer viable when you're dealing with VRF systems, building automation, and equipment-specific protocols that require specialized knowledge. The hosts emphasize that good documentation isn't just helpful—it's essential, and manufacturers who hide behind "brand protection" are actually damaging their reputation in the long run.

The episode doesn't just complain about problems; it offers real solutions. Bryan and Roman discuss what technicians need to do before calling tech support (hint: know your superheat, subcooling, and basic electrical readings), what makes great tech support personnel, and why investing in these roles pays dividends. They share inspiring examples of distributors and reps who go above and beyond, like the Johnstone team in Louisiana who actively seek out field experts when manufacturers can't provide answers. The conversation also touches on why tech support and education roles are chronically underpaid, and how properly compensating and supporting these positions could transform the industry.

Perhaps most importantly, the hosts emphasize that everyone in the HVAC ecosystem is working toward the same goal: keeping end clients comfortable and satisfied. When manufacturers, distributors, reps, contractors, and technicians recognize this shared objective and work collaboratively rather than defensively, everyone wins. The episode concludes with practical advice for sales professionals, including the importance of ride-alongs and adopting the "I got it" mentality that turns good salespeople into indispensable partners.

Topics Covered

• Service Manual Accessibility: The critical need for manufacturers to make documentation easily searchable and available online, not hidden behind outdated processes
• Manufacturer Responsibilities: Why "protecting the brand" often backfires and how transparency builds loyalty
• Technician Preparation: What basic measurements and troubleshooting steps should be completed before calling tech support
• Tech Support Personnel: The importance of properly compensating and supporting tech support staff to reduce burnout and turnover
• Distributor and Rep Excellence: How the best wholesalers and reps go beyond just forwarding emails to actively solve problems
• The "I Got It" Sales Approach: Why taking ownership of customer problems is the key to building lasting relationships
• Cross-Brand Part Referencing: The need for universal parts cross-referencing across sister brands and product lines
• Field Ride-Alongs: Why B2B sales professionals should spend at least one day per month in the field with technicians
• Legacy Product Support: The frustration when manufacturer partnerships dissolve and orphaned equipment becomes unsupportable
• AI in Tech Support: Why throwing technology at support problems without understanding the root issues is a waste of money

 

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