Technical Service Representative

About the role

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.

Responsibilities

• Provide remote technical support regarding product installation and service issues through a queue-based Salesforce CRM system, primarily 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 correct product installation methods, service and diagnostic techniques, and overall best practices.
• Teach technical training classes produced by Gemaire and equipment manufacturers as directed by the class syllabus and manufacturer guidelines.
• Support Gemaire sales group objectives by working with local and regional sales representatives, including joint calls to key customers and presenting 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 for special warranty issues, manufacturer program support, or end-user support cases.
• Assist in equipment manufacturer product quality escape resolution and program administration for HVAC equipment lines distributed by Gemaire.
• Conduct investigations related to insurance or warranty claims with supervision from the Technical Support and Training Manager and equipment manufacturer representatives.
• Provide litigation support (e.g., expert witness) as required.
• 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.

Requirements

• HVAC technical service skills typical of a minimum of 5 years of direct industry experience.
• Excellent verbal and written communication skills.
• Computer literate, proficient with Microsoft Office suite.
• Valid motor vehicle driver license and reliable transportation (must have a clean driving record for at least the last 3 years, including no suspensions, restricted licenses, or DUIs, and no more than 1 moving violation within any 1-year period).
• Some overnight travel required.

Preferred Qualifications

• NATE CHP (Certified HVAC Professional) certification.

Physical Demands

• Sedentary – Lifting 0-10 pounds: Occasional
• Light Lifting – 10-20 pounds: Occasional
• Moderate Lifting – 20 to 50 pounds: Never
• Heavy Lifting – 50 to 100 pounds: Never
• Pulling/Pushing, Carrying: Occasional
• Reaching or working above shoulder: Occasional
• Walking: Frequent
• Standing: Frequent
• Sitting: Frequent
• Stooping: Occasional
• Kneeling: Occasional
• Repeated Bending: Occasional
• Climbing: Occasional
• Desk Work/Computer use/Telephone use: Constant
• Operating a motor vehicle: Occasional
• Operating a commercial vehicle: Never
• Operating warehouse equipment (e.g., forklift, baseloid lift): Never
• Other (Talk, Drive, visit customers, etc.): Frequent