Technical Service Representative-HVAC

Gemaire; Baton Rouge, Northern (LA, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical, dental, vision insurance

401(k) plan

Tuition assistance

Employee Stock Purchase Plan

Job summary

Gemaire Distributors, a Watsco, Inc. subsidiary, hires a dedicated HVAC technical support representative in Baton Rouge. You will assist customers with installation, service procedures and warranty questions, using Salesforce CRM for remote support and on-site visits when needed.

Strong communication and HVAC experience are essential. You may also teach training classes and collaborate with the sales team on customer engagements, trade shows, and open houses, with standard business hours and

Qualifications

• HVAC technical service experience in the field
• Excellent verbal and written communication skills
• Proficient with Microsoft Office suite
• Willingness to travel overnight as required
• Valid driver's license with clean record for past 3 years

Responsibilities

• Provide remote technical support via telephone, chat and email using Salesforce CRM
• Offer on-site technical support for installation and service issues
• Explain proper installation methods, service procedures and best practices to customers
• May teach technical training classes as directed
• Support sales objectives through joint calls with reps and representation at trade shows or open houses
• Serve as a liaison between customers and HVAC factory reps regarding warranties and support
• Assist in quality escapes and program administration for HVAC lines
• Conduct investigations on warranty claims under supervision
• Submit regular activity/expense reports and maintain detailed records
• Perform other duties to meet team goals

Skills

HVAC

Customer service

Verbal & written communication

Microsoft Office

Salesforce CRM

Travel readiness

Tools

Salesforce CRM

Microsoft Office

Job description

11844 S Choctaw Dr, Baton Rouge , Louisiana 70815 , United States

Here is what you will be doing as part of the team:

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.

About Us

Looking for a cool job? Join the HVAC industry leader!

Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.

As a member of the Gemaire team you will enjoy:

• Exciting opportunities with a company that is growing
• Great work hours! Standard business hours are Monday-Friday with occasional Saturdays
• Competitive pay
• Paid time off
• Tuition assistance
• Medical, dental, and vision insurance
• Life insurance coverage
• 401(k) Plan
• Employee Stock Purchase Plan
• Short Term/Long Term Disability
• Health Savings Account with employer contribution
• Employee Referral Program
• Employee Purchase Program

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).

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.

Status

Full-Time

Company

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