Technical Service Respresentative

Watsco•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. This routinely includes providing customers with information on the proper application, installation, operation, and service procedures for HVAC equipment lines distributed by Gemaire, as well as handling special warranty situations. The representative communicates clearly and positively to encourage best practices and high customer satisfaction. Some overnight travel is required.

Requirements

HVAC technical service skills typical of at least five 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 three years, with no suspensions, restricted licenses, or DUI convictions and no more than one moving violation in 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.
Help Gemaire customers develop their technical capabilities by explaining proper installation, service, diagnostic methods, and best practices.
Assist with scheduling, promoting, and finalizing technical training classes.
Teach technical training classes developed 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 calls to key customers and presentations at trade shows or open-house events.
Act as a first point of contact or liaison between Gemaire customers and HVAC equipment factory representatives, particularly for special warranty issues, manufacturer program support, or end-user support cases.
Assist with equipment manufacturer product quality escape resolution and program administration for HVAC equipment lines distributed by Gemaire.
Conduct investigations related to insurance or warranty claims under the direct supervision of the Technical Support and Training Manager and appropriate equipment manufacturer representatives.
May assist with litigation support, including serving as an 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 or assigned to meet Gemaire's overall goals and objectives.