What are the responsibilities and job description for the Inside Technical Support Advisor position at Gemaire Distributors?
Here is what you will be doing as part of the team:
Business Title: Inside Technical Support Advisor
Objective:
The mission of the Gemaire technical support and training group is to provide expertise, knowledge and solutions to our contractor base through personal contact by dedicated Technical Support Advisors. Employees in this role provide remote technical support and advice to Gemaire customers using a call center system 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.
About Us
Looking for a cool job? Join the HVAC industry leader!
Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.
As a member of the Gemaire team you will enjoy:
Apply for a COOL Job Today!
Job Requirements
Duties and Responsibilities:
Provide remote technical support regarding product installation and service issues using our call center system. This includes communication methods such as via telephone, text message, email and other electronic communication methods.
Required Qualifications
Work Schedule: We provide customer support between 7:30 am to 7:00 pm EST M-F. Shift would be scheduled between those hours.
Physical Demands
Demand Frequency
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Never
Moderate Lifting – 20 to 50 pounds Never
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Never
Reaching or working above shoulder Never
Walking Occasional
Standing Occasional
Sitting Constant
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Frequent
EEO Statement:
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.
Business Title: Inside Technical Support Advisor
Objective:
The mission of the Gemaire technical support and training group is to provide expertise, knowledge and solutions to our contractor base through personal contact by dedicated Technical Support Advisors. Employees in this role provide remote technical support and advice to Gemaire customers using a call center system 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.
About Us
Looking for a cool job? Join the HVAC industry leader!
Gemaire Distributors is a fully owned subsidiary of Watsco, Inc. (NYSE: WSO), the largest network of HVAC distribution businesses in the U.S. As one of Watsco's subsidiaries, Gemaire distributes top-quality HVAC/R equipment and supplies from more than 110 locations in 12 states including Florida, Georgia, North Carolina, South Carolina, Mississippi, Texas, Virginia, Alabama, Louisiana, California, Nevada and Arizona. Our customer-focused associates, vast inventory and technology initiatives allow us to provide our customers with best in class service.
As a member of the Gemaire team you will enjoy:
- Exciting opportunities with a company that is growing
- Great work hours! Standard business hours are Monday-Friday with occasional Saturdays
- Competitive pay
- Paid time off
- Tuition assistance
- Medical, dental, and vision insurance
- Life insurance coverage
- 401(k) Plan
- Employee Stock Purchase Plan
- Short Term/Long Term Disability
- Health Savings Account with employer contribution
- Employee Referral Program
- Employee Purchase Program
Apply for a COOL Job Today!
Job Requirements
Duties and Responsibilities:
Provide remote technical support regarding product installation and service issues using our call center system. This includes communication methods such as via telephone, text message, email and other electronic communication methods.
- Encourage development of Gemaire customers by explaining the correct product installation methods, product service and diagnostic methods, and overall best practices.
- 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 resolution and program administration for the HVAC equipment lines distributed by Gemaire.
- This is an office-based position with no travel expectations. However, there may be instances where travel is required for training or development opportunities.
- Perform other duties as required to meet the overall goals and objectives of Gemaire.
Required Qualifications
- HVAC Trade school graduate or equivalent HVAC technical service skills
- Excellent customer service skills, strong phone presence and listening skills.
- Ability to manage a high volume of calls per day.
- Demonstrated aptitude for continuous learning.
- Computer literate, proficient with Microsoft office suite.
Work Schedule: We provide customer support between 7:30 am to 7:00 pm EST M-F. Shift would be scheduled between those hours.
Physical Demands
Demand Frequency
Sedentary – Lifting 0-10 pounds Occasional
Light Lifting – 10-20 pounds Never
Moderate Lifting – 20 to 50 pounds Never
Heavy Lifting – 50 to 100 pounds Never
Pulling/Pushing, Carrying Never
Reaching or working above shoulder Never
Walking Occasional
Standing Occasional
Sitting Constant
Stooping Never
Kneeling Never
Repeated Bending Never
Climbing Never
Desk Work/Computer use/Telephone use Constant
Operating a motor vehicle
Operating a commercial vehicle Never
Operating warehouse equipment, forklift, baseloid lift etc Never
Other – Talk, Drive, visit customers etc. Frequent
EEO Statement:
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.
