Technical Service Representative

gemairedistributors; Sacramento (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

Gemaire seeks a Technical Support professional to provide remote and on-site HVAC technical assistance, guiding customers through installation, operation and service procedures. You will work with Salesforce CRM, assist the sales team, and may deliver training sessions on installation and diagnostic methods.

The role requires strong communication, 5+ years in HVAC support, and willingness to travel. A valid driver’s license and reliable transportation are needed to service customers across the

Qualifications

• HVAC field experience required.
• Excellent verbal and written communication skills.
• Proficient with MS Office and Salesforce CRM.
• Willing to travel overnight occasionally.
• Valid driver's license with clean record in last 3 years.

Responsibilities

• Provide remote technical support for product installation and service via Salesforce CRM (phone, chat, email).
• Provide on-site technical support for installation and service issues.
• Explain correct installation, service and diagnostic methods to customers to promote best practices.
• May teach technical training classes produced by Gemaire and equipment manufacturers.
• Support sales objectives by coordinating with local/regional sales reps and representing topics at events.
• Liaise between customers and HVAC equipment factory reps on warranty issues and programs.
• Assist in warranty claims investigations and product quality resolution.
• Submit regular activity and expense reports and maintain accurate records.

Skills

HVAC experience

Verbal communication

Written communication

Travel readiness

Customer service

Tools

Salesforce CRM

Microsoft Office

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 a queue-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.

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).

Preferred Qualifications

• NATE CHP (Certified HVAC Professional) certification preferred