Technical Service Respresentative

Technical Support And Training Specialist

Employees in this role provide technical support, technical training and sales 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.

Duties and Responsibilities:

• Provide remote technical support regarding product installation and service issues via telephone, fax, email and other electronic communication methods.
• 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.
• Assist in scheduling, promoting and finalizing technical training classes.
• 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-home 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.
• Prior instructor/training experience
• 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 service certifications preferred

Years of Experience: 5 Years HVAC technical service skills typical of a minimum of 5 years direct industry experience.

Work Schedule: Some overnight travel required.

Physical Demands Demand Frequency:

Sedentary Lifting 0-10 pounds Occasional

Light Lifting 10-20 pounds Never

Moderate Lifting 20 to 50 pounds Never

Heavy Lifting 50 to 100 pounds Never

Pulling/Pushing, Carrying Never

Reaching or working above shoulder Never

Walking Occasional

Standing Occasional

Sitting Constant

Stooping Never

Kneeling Never

Repeated Bending Never

Climbing Never

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. Constant

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.