Technical Service Respresentative

OnCall Air•Deerfield Beach, FL

About The Position

Employees in this role provide technical support, technical training, and sales support to Gemaire customers in alignment with company objectives. The work routinely includes providing information on the proper application, installation, operation, and service of HVAC equipment distributed by Gemaire, as well as handling special warranty situations. The representative communicates clearly and positively to encourage best practices and high customer satisfaction. The role provides remote support through telephone, fax, email, and other electronic communication, as well as on-site assistance through direct customer interaction. It includes developing customer knowledge, arranging and delivering technical training, supporting sales activities, liaising with equipment manufacturers, helping resolve product quality issues, and investigating insurance or warranty claims. Some overnight travel is required.

Requirements

HVAC technical service skills typical of at least 5 years of direct industry experience.
Excellent verbal and written communication skills.
Computer literacy and proficiency with the Microsoft Office suite.
Prior instructor or training experience.
Valid motor vehicle driver's license and reliable transportation.
Clean driving record for at least the previous 3 years, with no suspensions, restricted licenses, or DUIs, and no more than one moving violation within any one-year period.

Nice To Haves

NATE service certifications.

Responsibilities

Provide remote technical support for product installation and service issues by telephone, fax, email, and other electronic communication methods.
Provide on-site technical support for product installation and service issues through direct interaction.
Explain correct product installation, service and diagnostic methods, and best practices to Gemaire customers.
Assist with scheduling, promoting, and finalizing technical training classes.
Teach technical training classes produced by Gemaire and equipment manufacturers, following class syllabi and manufacturer guidelines.
Support Gemaire sales objectives by working with local and regional sales representatives, including joint customer calls and presentations at trade shows or open-house events.
Serve as a first point of contact or liaison between Gemaire customers and HVAC equipment factory representatives, particularly for special warranty issues, manufacturer program support, and end-user support cases.
Assist with equipment manufacturer product quality escape resolution and program administration for HVAC equipment lines distributed by Gemaire.
Conduct insurance or warranty claim investigations under the direct supervision of the Technical Support and Training Manager and appropriate equipment manufacturer representatives; assist with litigation support, including expert witness services, if required.
Submit regular activity and expense reports, maintain accurate records, and prepare detailed reports on equipment issues, field service visits, and training attendance.
Perform other duties as required to meet Gemaire's goals and objectives, including other assigned duties.