Technical Service Representative

gemairedistributors; San Diego (CA); On-site; USD 91,000 - 107,000; Full time

Job summary

Gemaire Distributors is seeking a Technical Support Representative to provide remote and on-site HVAC technical support for our contractor base. You will assist customers with installation, operation, service procedures and warranty handling, using Salesforce to manage cases and interactions.

The role involves fieldwork, collaboration with sales and manufacturer reps, and occasional training duties. Strong communication, 5+ years of HVAC experience, and a valid driver’s license are required.

Qualifications

• 5+ years HVAC service experience.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office suite.
• Valid driver’s license with clean record over past 3 years.

Responsibilities

• Provide remote technical support via Salesforce CRM (phone, chat, email).
• Provide on-site technical support for product installation and service issues.
• Educate customers on correct installation, service and best practices.
• Teach technical training classes as directed by syllabus.
• Collaborate with sales team and present at trade shows or open houses.
• Liaise between customers and HVAC manufacturer reps on warranty and support.
• Assist in warranty claim investigations and program administration.
• Submit regular activity and expense reports and maintain records.

Skills

HVAC experience

Communication skills

MS Office

Driver's license

Tools

Salesforce

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 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 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 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

Pay Range: $91-107K/Annual

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