Technical Service Representative

Watsco; Plano (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Gemaire, a division of Watsco, seeks a skilled HVAC technical support specialist in Plano, TX. You will deliver remote assistance via Salesforce, diagnose installation and service issues, and guide customers through proper methods.

On-site support and occasional training sessions may be required, collaborating with sales and factory reps. You will document activities and assist with warranty matters, aiming for top customer satisfaction.

Qualifications

• HVAC technical service experience of at least 5 years.
• Excellent verbal and written communication.
• Computer literate with Microsoft Office.
• Some overnight travel required.
• Valid driver's license with clean record for past 3 years.

Responsibilities

• Provide remote technical support via Salesforce CRM.
• Provide on-site technical support for installation and service issues.
• Educate customers on proper installation methods and best practices.
• Assist sales team with customer visits and trade shows.
• Liaise between customers and equipment manufacturers for warranty and support.

Skills

HVAC technical service

Communication skills

Microsoft Office

Salesforce

Overnight travel

Tools

Salesforce

Job description

Description

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 various equipment manufacturers as directed by the class syllabus and manufacturer guidelines.
• Provide support to the Gemaire sales group objectives by working with local and regional sales representatives. This can include activities such as joint calls to key customers and speaking or presenting 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 factory representatives, especially when dealing with special warranty issues, manufacturer program support or end user (consumer) support cases.
• Assist in equipment manufacturer product quality escape resolution and program administration for the HVAC equipment lines distributed by Gemaire.
• Conduct investigations related to insurance or warranty claims with direct supervision from the Technical Support and Training Manager and the appropriate equipment manufacturer representatives. May be required to assist in providing litigation support (expert witness).
• Submit regular activity and expense reports. Maintain accurate records and prepare detailed reports 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.

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 at least the last 3 years, including no suspensions, restricted licenses, or DUI's and no more than 1 moving violation within any 1-year period).

Preferred Qualifications

• NATE CHP (Certified HVAC Professional) certification preferred

Experience

5 Years HVAC technical service skills typical of minimum 5 years direct industry experience

Physical Demands Demand Frequency

• Sedentary – Lifting 0-10 pounds Occasional
• Light Lifting – 10-20 pounds Occasional
• Moderate Lifting – 20 to 50 pounds Never
• Heavy Lifting – 50 to 100 pounds Never
• Pulling/Pushing, Carrying OccasionalReaching or working above shoulder Occasional
• Walking Frequent
• Standing Frequent
• Sitting Frequent
• Stooping Occasional
• Kneeling Occasional
• Repeated Bending Occasional
• Climbing Occasional
• Desk Work/Computer use/Telephone use Constant
• Operating a motor vehicle Occasional
• Operating a commercial vehicle Never
• Operating warehouse equipment, forklift, baseloid lift etc Never
• Other – Talk, Drive, visit customers etc. Frequent

EEO Statement

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color , race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.

Qualifications

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