Technical Service Representative

Talentify; Sacramento (CA); On-site; USD 65,000 - 80,000; Full time

Job summary

Gemaire is seeking a skilled Technical Support Representative to provide remote and on-site support for HVAC equipment. The role emphasizes troubleshooting, customer guidance, and collaboration with field teams.

The ideal candidate will have 5+ years in HVAC service, strong communication, and proficiency with Microsoft Office. Travel may be required to support customers and training sessions, with a focus on delivering high-quality solutions.

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 with clean record for last 3 years.

Responsibilities

• Provide remote technical support regarding installation and service issues via Salesforce CRM (phone, chat, email).
• Provide on-site technical support for installation and service issues through direct interaction.
• Lead training sessions and share best practices for technicians and customers as directed by management.
• Support Gemaire sales by coordinating with local/regional reps and participating in events as needed.
• Serve as a liaison between customers and HVAC equipment manufacturers for warranty issues and program support.
• Assist in product quality issue investigations and warranty claim handling with manufacturer reps.

Skills

HVAC

Communication

Microsoft Office

Tools

Salesforce CRM

Job description

Description

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.

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.

Qualifications

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