Technical Service Representative

Watsco; College Station (TX); On-site; USD 60,000 - 78,000; Full time

Job summary

Gemaire, a Watsco company, seeks an experienced Technical Support Specialist to assist HVAC contractors with installation, service and warranty guidance. You will resolve issues via phone, chat and on-site visits, using Salesforce CRM and field interactions to deliver clear, practical solutions.

You will educate customers on best practices, support the sales team with joint visits and tradeshow participation, and maintain detailed records of activities.

Qualifications

• Minimum 5 years of HVAC technical service experience.
• Excellent verbal and written communication skills.
• Computer literate; proficient with Microsoft Office.

Responsibilities

• Provide remote technical support via phone, chat and email.
• Provide on-site technical support for installation and service issues.
• Explain proper installation, service and diagnostic methods to customers.

Skills

HVAC experience

Communication skills

MS Office

Travel willingness

Tools

Salesforce CRM

Job description

The mission of the Gemaire technical support group is to provide expertise, knowledge and solutions toour contractor base through personal contact by dedicated Technical Support Representatives.Employees in this role primarily provide product technical support to Gemaire customers in alignmentwith company objectives. This routinely includes providing customers with information on the properapplication, installation, operation, service procedures and handling special warranty situations for theHVAC equipment lines distributed by Gemaire. They communicate clearly with a positive attitude toencourage best practices and highest customer satisfaction.

Duties and Responsibilities

• Provide remote technical support regarding product installation and service issues through aqueue-based Salesforce CRM system. Most of this support is conducted via telephone, chat andemail.
• Provide on-site technical support regarding product installation and service issues throughpersonal direct interaction.
• Encourage development of Gemaire customers by explaining the correct product installationmethods, product service and diagnostic methods, and overall best practices.
• May be required to teach technical training classes produced by Gemaire and the variousequipment manufacturers as directed by the class syllabus and manufacturer guidelines.
• Provide support to the Gemaire sales group objectives by working with local and regional salesrepresentatives. This can include activities such as joint calls to key customers and speaking orpresenting on various topics at trade shows or open house events.
• Act as a first point of contact or liaison between Gemaire customers and HVAC equipment factoryrepresentatives, especially when dealing with special warranty issues, manufacturer programsupport or end user (consumer) support cases.
• Assist in equipment manufacturer product quality escape resolution and program administrationfor the HVAC equipment lines distributed by Gemaire.
• Conduct investigations related to insurance or warranty claims with direct supervision from theTechnical Support and Training Manager and the appropriate equipment manufacturerrepresentatives. May be required to assist in providing litigation support (expert witness).
• Submit regular activity and expense reports. Maintain accurate records and prepare detailedreports on manufacturer equipment issues, field service visits and training class attendance.
• Perform other duties as required to meet the overall goals and objectives of Gemaire.

In addition to the above responsibilities, this individual is held accountable for all other duties asassigned.

And here is what you will need to be successful:

• HVAC technical service skills typical of minimum 5 years direct industry experience
• Excellent verbal and written communication skills
• Computer literate, proficient with Microsoft office suite.
• Some overnight travel required
• Valid motor vehicle driver license and reliable transportation (must have clean driving record for atleast the last 3 years, including no suspensions, restricted licenses, or DUI's and no more than 1moving violation within any 1-year period).

Hiring for these locations:

6500 Midway Road, #200, Haltom City , Texas 76117 , United States

806 East Harris, Pasadena , Texas 77506 , United States 2735 FM 2218, Rosenberg , Texas 77471 , United States 1520 Selene Drive #106, Carrollton , Texas 75006 , United States 6500 Midway Road, #200, Haltom City , Texas 76117 , United States 8311 Eastpoint Drive, #600, Dallas , Texas 75227 , United States

Status

Full-Time

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