Technical Product Support Specialist

Insco Distributing•Houston, TX

About The Position

The Technical Product Support Specialist provides technical support to Insco customers and employees on the products Insco offers. Support is delivered by phone, email, text, and job-site visits. The Specialist helps onboard new contractors by introducing Insco equipment lines and technologies and preparing contractors for installation. The role also maintains local training facilities, facilitates classroom and other training, and supports and trains branch employees. The position is part of Insco’s Technical Department, which works across Insco’s footprint to address technical needs. Job-site travel is limited to the employee’s service area. The department is part of the Sales Support Division, which supports outside sales and branch locations. The position is based in the North Texas Territory and generally works in an office environment, with possible exposure to warehouse or shop conditions. Background checks and drug tests are required, and the employee must possess and maintain a valid driver’s license. The role may require work outside the regular schedule.

Requirements

High school diploma or GED.
HVAC degree or certification.
At least 10 years of HVAC industry experience.
Expert-level understanding of HVAC systems, installation, and best practices.
Strong product knowledge and ability to provide recommendations and solutions.
Excellent customer service and communication skills, including strong written and verbal communication.
Ability to read and interpret safety rules and operational and technical documents.
Confident, engaging public speaking skills.
Ability to multitask and work in a fast-paced environment.
Proficiency with MS Office Suite.
Ability to lift and handle products safely, including lifting 50+ pounds and using mechanical aid for heavier objects.
Ability to perform regular physical activities including sitting, standing, walking, bending, reaching, twisting, stretching, kneeling, squatting, pushing, pulling, climbing, and accessing rooftop equipment and attic spaces.
Possess and maintain a valid driver’s license.
Pass required background checks and drug tests.

Responsibilities

Provide product knowledge and solutions to customers in person, by phone, and by email, delivering prompt support and customer service.
Provide technical support to customers by phone, email, and text, and troubleshoot issues at job sites as required.
Support customers with manufacturer warranty registration, warranty questions, issues, and claims processing.
Support customer acquisition and sales needs; represent Insco brands and explain product features and benefits.
Provide installation and start-up support for key customers and technical support for unique HVAC equipment applications.
Maintain Insco training facilities and ensure training equipment is current and functioning.
Facilitate Insco training events and conduct on-site and off-site training when required.
Visit and work within branches in the assigned market; train branch personnel on tools and products used in installation and selling.
Serve as a point of contact for equipment manufacturers and product updates; attend manufacturer training to maintain certifications and product knowledge.
Keep customers prepared for installation of major product lines.
Ensure branches understand warranty requirements and procedures; work with field operations to monitor warranty claims for major equipment lines and provide training to address recurring issues.
Diagnose and troubleshoot HVAC systems and teach HVAC best practices.
Perform other duties as requested, directed, or assigned.