Technical Service Representative-HVAC

Gemaire Distributors; Carrollton (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

Gemaire Distributors in Ashland, VA is seeking an experienced HVAC Technical Support professional. You will provide remote support via Salesforce, plus on-site assistance for installations, service issues and best-practice guidance to customers.

Responsibilities include teaching technical classes as directed, supporting the sales team with customer visits, and acting as a liaison for warranty considerations and manufacturer programs. Some travel is 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 with clean record within last 3 years.

Responsibilities

• Provide remote technical support regarding product installation and service issues through a queue-based Salesforce CRM system, mainly via telephone, chat and email.
• Provide on-site technical support regarding product installation and service issues through personal direct interaction.
• Explain correct product installation methods, service and diagnostic methods to promote best practices and customer development for Gemaire customers.
• Potentially teach technical training classes produced by Gemaire and equipment manufacturers as directed by syllabus and guidelines.
• Support Gemaire sales by collaborating with local and regional representatives; participate in joint calls and speak at events.

Skills

HVAC technical service

Verbal & written communication

Microsoft Office

Overnight travel

Valid driver's license

Job description

• 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.
  

#GEM-16116

Ashland, Virginia, USA

Full-Time/Part-Time

Full-Time

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.

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 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

• Sedative – 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.

Requirements

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.