Technical Service Representative-HVAC

gemairedistributors; Baton Rouge (LA); Hybrid; USD 42,000 - 67,000; Full time

Job summary

Gemaire Distributors seeks a skilled HVAC technical support specialist to assist customers remotely via Salesforce CRM, primarily by phone, chat, and email. The role also includes on-site support for installations and service issues, plus training sessions as needed.

The ideal candidate has strong HVAC field experience and excellent communication skills, with a readiness to travel as required. This position supports our sales team and contractor base, delivering expert guidance and reliable

Qualifications

• HVAC knowledge and field service experience.
• Strong communication skills (verbal & written).
• Proficient with Microsoft Office suite.
• Must have a valid driver's license and clean record.
• Willingness to travel overnight as required.

Responsibilities

• Provide remote technical support for product installation and service through Salesforce CRM; primarily via phone, chat, and email.
• Provide on-site technical support for installation and service issues.
• Educate customers on proper installation, service, and best practices to drive satisfaction.

Skills

HVAC technical service

Verbal & written communication

Microsoft Office

Salesforce CRM

Clean driving record

Tools

Salesforce CRM

Job 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.

Inaddition 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 Occasional
Reaching 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.

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.