Technical Service Respresentative

#GEM-14739

Richmond, Virginia, USA

Employment Type:

Full-Time

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 correct 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, including 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.

• 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 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.

• 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…