Indispensable technical partners: How distributors are elevating technical support

As systems grow more advanced and contractor expectations rise, PHCP-PVF wholesalers are finding that strong technical support is no longer a value-add—it’s a necessity. In 2025, the most competitive distributors aren’t just moving product; they’re showing up on-site, fielding urgent troubleshooting calls, and guiding contractors through complex installations and warranty claims. With labor shortages, evolving building codes, and increasingly sophisticated equipment, contractors are leaning on their wholesaler partners for more than inventory—they’re counting on them for real-time expertise. Here's how leading wholesalers are adapting their technical support strategies to meet the moment.

On-site help: When and where it matters

While on-site support during installation isn't standard across all jobs, it's a growing part of how wholesalers like Minnesota-based DSG and Wisconsin-based First Supply serve their customers—especially when complications arise.

“On-site technical support during installs is rather rare unless requested by a contractor ahead of time or on a first-time install,” says Jason White, regional general manager, South Dakota West, DSG. “Most of the on-site support happens during the troubleshooting portion or the startup phase. The DSG support person is chosen based on area of knowledge and availability.”

That kind of flexibility is key for smaller shops or first-time installers taking on unfamiliar systems, especially in the tankless or hydronic space. Similarly, First Supply relies on its internal technical support staff to provide on-site technical support, alongside its team of manufacturers' reps who provide support at both the distributor and customer levels.

“For our HVAC department, this includes ICP Technical Support Advisors (TSA) and Allied Air Distributor Service Representatives (DSR). In our Well and Septic department, we have several dedicated technical staff and their primary function is to provide on-site technical support to contractors,” says Natalie Merhalski, HVAC channel programs & training manager. “Troubleshooting assistance is provided on a case-by-case basis.”

Phone-based and virtual support: Expanding access

For most contractors, the first step in getting help still starts with a phone call—though the range and depth of virtual support continues to grow. Pablo Vazquez, Minnesota regional sales manager says DSG typically tries to resolve issues over the phone first, successfully troubleshooting about 70-80% of cases remotely before scheduling on-site visits if needed.

“Most vendors offer technical support lines, often open during business hours, with some available seven days a week,” White adds. “At DSG, customers can call during normal hours or, after hours, reach out directly to their outside salesperson or regional Technical Service Advisor.”

That kind of after-hours access—while not formalized 24/7 service—is often enough to keep jobs moving and contractors confident in their wholesale partner.

Technical training is the No. 1 training contractors want

Contractors are replying on distributors for more technical help than ever before. Technical product training is the number one desired type of training contractors want from wholesale partners, according to the American Supply Association’s 2023 Voice of the Contractor Survey. And contractors still want live, in-person training and support; in fact, 74% of the survey respondents said in-person is the way to go, with training a the contractors’ shop as the preferred location.

The people behind the answers: Training for real-world support

Delivering reliable tech support requires deep product knowledge, hands-on experience, and a commitment to ongoing training.

“Many of our top technical employees come from field installation backgrounds or have years of experience in our industry,” White says. “But even with experience, product technology is always evolving. That means continuous training, no matter your skill level.”

DSG’s training ecosystem is multi-layered:

• Vendor training, including factory site visits, virtual sessions, and in-house instruction
• Rep agency training, sometimes hosted at live-fire training centers
• Internal training, from peer shadowing to curated courses like Coffee with Caleffi and AY University

It’s not just about answering product questions—it's about keeping up with evolving systems and ensuring the right answers are always within reach.

“Even with this experience, product technology is always evolving. This constant evolution requires continuous training, no matter what your skill level is,” White says. “Our most in-depth training comes from factory direct trainers on their specific product.”

Over at First Supply, associates go through a factory qualification and certification process, and the team utilizes a combination of manufacturer-led and internal training programs. “We have internal trainers for both our HVAC and Well & Septic departments to support our technical team with ongoing education and guidance. Our Ed Felton Training Center, located in our Madison, WI facility, has 18 working displays for real-world training,” Merhalski explains.

Site visits and walk-throughs

Not every job needs a walk-through—but when it does, it’s often the smaller contractors who benefit most.

According to White, it really depends on the project more than the customer. “Larger, engineered projects are typically designed in advance and don’t require a pre-visit. But smaller, non-engineered or replacement projects may require us to visit the jobsite, usually at the contractor’s request,” he says.”

These proactive check-ins help prevent missteps before they happen—saving time, money, and frustration for both the contractor and wholesaler. For many wholesalers, site walk-throughs are scheduled via customer request. “We offer site visits and job walk-throughs upon request for our customers,” says Wyatt Buttke, fluid handling channel manager at First Supply. “While this is not standard for all customers, it is available as needed to support successful installations.”

Expertise on call: Certification and specialization

With so many systems on the market—radiant, tankless, filtration, and beyond—contractors want reassurance that the people at the counter know what they’re talking about.

Distributors agree that having an internal network of experts is what makes scalable technical support possible—even for branches or reps who aren’t certified in every system.

“We’re extremely diverse in the products we offer,” White points out. “But in that diversity, we also have internal experts in every area of our business. Every one of our employees is just a phone call away from someone who can get the right answer.”

Warranties, returns, and the gray area in between

When something goes wrong on the job, contractors need help navigating the maze of product returns and warranty claims. That process can vary by branch and product—but the help is always there.

“We handle warranty and returns daily,” White says. “Larger branches might have dedicated employees for this, but at smaller locations, it could be handled by anyone from the counter to the branch manager.”

Not every callback is cut-and-dry. To manage the more complicated cases, the distributor plays a key role in gathering details and working with the manufacturer.

White explains that the gray areas are where DSG works toward mutual solutions. “We start by getting pictures and background from the contractor, then pass that to the vendor. Sometimes the item goes back to the factory for evaluation. If it’s a factory defect, they cover the resolution. If it’s an install error, the contractor is responsible.”

Buttke explains that at First Supply, managing warranties and returns is guided first by the manufacturers’ protocols. “Returns are handled by our internal returns department at each location and supported by our technical support staff, based on their knowledge and certification level.”

At the end of the day, finding the root cause of the issue is most important, and according to Buttke, the company uses these situations as learning opportunities to help prevent similar problems in the future.

Watching for patterns, communicating with manufacturers

One final way tech-savvy distributors are supporting their customers? Tracking problems at scale. “We do track repeat issues, though it’s not a formalized process,” White notes. “It’s more based on peer communication and noticing consistent patterns.”

When issues arise repeatedly—whether it’s a certain model of tankless unit or a finicky component—distributors act as the middle link in the chain between jobsite frustration and manufacturer improvement.