Technical Trainer & Support Advisor

Watsco, Inc.•Houston, TX

6d•Hybrid

About The Position

Gemaire Distributors is seeking a highly skilled and experienced HVAC Technical Trainer & Support Advisor to join their team. This is a dynamic, customer-facing role that combines expert-level technical training with hands-on technical support. The primary focus of this role is dedicated to delivering in-person and virtual (webinar) training programs for contractors, customers, and partners. The secondary focus is on providing technical support to Gemaire customers through their WingMan application and other remote communication channels. The ideal candidate is a seasoned HVAC professional with a proven track record in both field service and adult instruction who thrives in a fast-paced, customer-centric environment.

Requirements

Minimum 5 years of hands-on HVAC industry experience in technical service, installation, and/or repair.
Demonstrated experience as a trainer or instructor delivering technical content to adult learners.
Strong proficiency with the WingMan application or comparable remote technical support platforms.
Excellent verbal and written communication skills with the ability to clearly convey complex technical information to varied audiences.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and virtual meeting/webinar platforms (e.g., Zoom, Microsoft Teams).
Ability to diagnose and troubleshoot a wide range of residential and light commercial HVAC systems.
Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.
Valid driver's license with a clean driving record (no suspensions, DUIs, or more than 1 moving violation within any 1-year period over the last 3 years).

Nice To Haves

Bachelor's or Associate's degree in HVAC Technology, Engineering, or a related field.
NATE (North American Technician Excellence) service certifications.
Experience working with HVAC equipment lines distributed by Gemaire (Rheem, Ruud, and related brands).
Prior experience in HVAC distribution, wholesale, or a manufacturer technical support role.

Responsibilities

Plan, schedule, promote, and deliver in-person and virtual (webinar) training sessions for contractors, customers, and distributor partners.
Teach technical training classes produced by Gemaire and equipment manufacturers, including product installation methods, service and diagnostic procedures, and new product introductions.
Collaborate with internal teams and manufacturer representatives on the development and continuous improvement of training materials and curricula.
Drive attendance to Gemaire education programs through proactive needs assessments and ongoing customer engagement.
Support sales team objectives by delivering product training, participating in joint customer calls, trade shows, open house events, and product demonstrations.
Seasonal travel to support training events or national training initiatives as needed.
Participate in regional and national training conferences to maintain certifications per manufacturer training requirements.
Provide timely and accurate technical support to Gemaire customers through the WingMan application, as well as via phone, email, and other digital communication platforms.
Deliver on-site technical support for routine product installation and service issues through direct, face-to-face customer interaction.
Troubleshoot residential and light commercial HVAC systems; escalate complex issues to higher-level technical resources or manufacturer representatives as appropriate.
Serve as a liaison between Gemaire customers and HVAC equipment factory representatives, particularly for warranty issues, manufacturer program support, and end-user cases.
Assist in the investigation of warranty and insurance claims under the guidance of the Technical Support and Training Manager.
Monitor, document, and communicate product issues, modifications, and field observations to help improve product quality and division performance.
Stay current on industry standards, codes, best practices, and new product developments related to HVAC systems.
Submit regular activity and expense reports in a timely and accurate manner.
Maintain detailed records of field service visits, training class attendance, and equipment issues.
Perform other duties as required to support the overall goals and objectives of Gemaire Distributors.