Technical Service Respresentative

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 e‑mail.
• Provide on‑site technical support regarding product installation and service issues through personal direct interaction.
• Encourage customers to adopt correct product installation methods, service and diagnostic techniques, and overall best practices.
• Teach technical training classes produced by Gemaire and the various equipment manufacturers as directed by the class syllabus and manufacturer guidelines.
• Support the Gemaire sales group objectives by working with local and regional sales representatives. Activities include joint calls to key customers, speaking or 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 when dealing with special warranty issues, manufacturer program support or end‑user 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 under direct supervision of the Technical Support and Training Manager and 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.

• Minimum 5 years HVAC technical service experience.
• Excellent verbal and written communication skills.
• Computer literate and proficient with Microsoft Office suite.
• Some overnight travel required.
• Valid motor vehicle driver’s license and reliable transportation with a clean driving record for at least the last three years (no suspensions, restricted licenses, or DUIs, and no more than one moving violation within any one‑year period).

• NATE CHP (Certified HVAC Professional) certification (preferred).

Full‑time position located in Richmond, Virginia, USA (other locations include Houston, Dallas, and Baton Rouge).

• Sedentary – lifting 0‑10 lbs occasionally.
• Light lifting – 10‑20 lbs occasionally.
• Moderate lifting – 20‑50 lbs never.
• Heavy lifting – 50‑100 lbs never.
• Pulling/Pushing, carrying – occasionally.
• Reaching or working above shoulder – occasionally.
• Walking – frequent.
• Standing – frequent.
• Sitting – frequent.
• Stooping – occasionally.
• Kneeling – occasionally.
• Repeated bending – occasionally.
• Climbing – occasionally.
• Desk work/computer use/telephone use – constant.
• Operating a motor vehicle – occasionally.
• Operating a commercial vehicle – never.
• Operating warehouse equipment (forklift, baseloid lift, etc.) – never.
• Other – talk, drive, visit customers, etc. – frequent.

Watsco and its subsidiaries are an Equal Opportunity Employer and do not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications and competence.