Technical Service Representative

Heating and Cooling Supply LLC; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) Plan

Tuition assistance

Paid time off

Employee referral program

Job summary

Heating and Cooling Supply LLC, a division of Gemaire, seeks an experienced HVAC technical support specialist to provide remote and on-site product installation and service guidance. You will communicate with customers clearly and work to ensure best practices and high satisfaction.

The role involves collaboration with sales reps, supporting warranty programs, and delivering training sessions as required by manufacturers and the company. Full-time, on-site in our Arizona operations.

Qualifications

• Minimum 5 years direct HVAC industry experience.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office suite.
• Willing to travel overnight as needed.
• Valid driver’s license with a clean 3-year record and transportation.

Responsibilities

• Provide remote technical support via phone, chat, and email using Salesforce CRM.
• Offer on-site technical support for installation and service issues.
• Educate Gemaire customers on proper installation methods and service practices.
• Possibly conduct technical training classes produced by Gemaire and equipment manufacturers.
• Support the sales team through joint calls with customers and technical presentations at events.
• Serve as liaison between customers and HVAC equipment manufacturers, handling warranty issues.

Skills

HVAC experience

Communication skills

MS Office

Travel readiness

Driver's license

Job description

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! Heating and Cooling Supply is a division of Gemaire and a Watsco, Inc. company, a publicly traded organization (NYSE: WSO). We are the largest independent distributor of heating, air conditioning, refrigeration equipment, parts and supplies in the industry. Since 1960, Heating and Cooling Supply has developed and flourished into the HVAC distribution powerhouse it is today. We are ready to serve our customers with a vast inventory, experienced and qualified staff, and quality products at all sales centers throughout California, Arizona and Nevada. As a member of the Gemaire/H&C 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 a queue-based Salesforce CRM system. Most of this support is conducted via telephone, chat and email.
• Provide on-site technical support regarding product installation and service issues through personal direct interaction.
• Encourage development of Gemaire customers by explaining the correct product installation methods, 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 as assigned.

Status

Full-Time

Company

Heating and Cooling Supply LLC