Technical Service Representative

watscocareers; Tucson (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Gemaire is seeking a Technical Support Representative to provide product installation, operation, service guidance and warranty support for HVAC equipment lines, ensuring clear communication and high customer satisfaction across contractor networks.

You will deliver remote assistance via phone, chat and email, perform on-site visits, train customers and work with sales partners on joint calls and trade events, while coordinating with manufacturers and handling complex warranty programs.

Qualifications

• Minimum 5 years HVAC technical service experience.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office.
• Willing to travel overnight.
• Valid driver's license with clean record over last 3 years.

Responsibilities

• Provide remote technical support via Salesforce for installation and service issues.
• Offer on-site technical support through direct customer interaction.
• Explain correct installation methods and best practices to customers.
• May teach technical training classes as directed.
• Support sales objectives with key customers and events.
• Liaise between customers and HVAC reps on warranty and programs.
• Assist in warranty issue investigations and program administration.
• Submit activity and expense reports and maintain records.
• Perform other duties as required to meet Gemaire goals.

Skills

HVAC experience

Communication

MS Office

Driver's license

Education

NATE CHP certification

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 and email.
• 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