Technical Service Representative

Gemaire Distributors, LLC; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Tuition assistance

Medical, dental, and vision insurance

Life insurance coverage

401(k) Plan

Employee Stock Purchase Plan

Short Term/Long Term Disability

Health Savings Account with employer

Employee Referral Program

Employee Purchase Program

Job summary

Gemaire Distributors, LLC is seeking an experienced HVAC technical support professional to deliver remote and on-site service assistance across our contractor base. You will explain proper installation, operation and service procedures while upholding our customer-first standards.

The role requires at least five years in HVAC and the ability to travel overnight as needed. You will collaborate with manufacturers and the sales team to ensure high-quality support and warranty handling.

Qualifications

• Minimum 5 years HVAC service experience.
• Excellent verbal and written communication skills.
• Computer literate with Microsoft Office suite.
• Some overnight travel required.
• Valid driver's license with a clean record for the last 3 years.

Responsibilities

• Provide remote technical support via a queue-based Salesforce CRM system (phone, chat, email).
• Offer on-site technical support for installation and service issues.
• Educate customers on correct installation, service methods and best practices.
• Teach technical training classes as directed by the syllabus and guidelines.
• Support sales goals with local and regional representatives and participate in events.
• Liaise between customers and HVAC equipment manufacturers on warranty or program support.
• Assist in quality escape resolution and program administration for HVAC lines.
• Submit activity reports and maintain detailed records of field service visits.

Skills

HVAC experience

Communication

MS Office

Travel readiness

Driver's license

Tools

Salesforce CRM

Job description

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

Here is what you will be doing as part of the team:

Required Qualifications

• 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).

About Us

Looking for a cool job? Join the HVAC industry leader!

Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.

As a member of the Gemaire team you will enjoy:

• Exciting opportunities with a company that is growing
• Great work hours! Standard business hours are Monday-Friday with occasional Saturdays
• Competitive pay
• Paid time off
• Tuition assistance
• Medical, dental, and vision insurance
• Life insurance coverage
• 401(k) Plan
• Employee Stock Purchase Plan
• Short Term/Long Term Disability
• Health Savings Account with employer contribution
• Employee Referral Program
• Employee Purchase Program

Don't Leave Your Future Up in the Air

Job Requirements

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.

Status

Full-Time

Company

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