Technical Service Respresentative

Gemaire Distributors•Baton Rouge, LA

13h

About The Position

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.

Requirements

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).

Nice To Haves

NATE CHP (Certified HVAC Professional) certification preferred

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.