Product Specialist - HVAC Technical Support

About the position

S. G. Torrice is currently seeking to fill an immediate need for a Residential HVAC Product Specialist. As a Product Specialist, you will provide technical product support to our outside sales and field partners for Residential HVAC products. If you have prior technical experience with Residential HVAC Equipment, outstanding communication skills, and love helping others solve problems, this is an excellent opportunity to grow with an industry-leading organization. This is a remote role that will support the New England District. Our ideal candidate must be in EST time zone, preferably within easy commuting distance of locations in Wilmington, MA.

Responsibilities

• Assist dealers in troubleshooting service and installation problems over the phone daily
• Maintain daily call log of customer interactions
• Provide outside field service customer support on job sites
• Develop and maintain relationships with outside sales, field technicians, and customers, ensuring their satisfaction with our products and services at all times
• Provide technical product knowledge and product training virtually and in-person to customers and internal associates
• Assist in developing training curriculum and materials as directed by the Training & Technical Support Manager
• Assist with filing warranty claims
• Attend trainings to become Trane/American Standard Field Service Representative (FSR)
• Become a Mitsubishi Diamond Service Group member (DSG)
• Other duties as assigned by Manager

Requirements

• 5 + years of Technical HVAC Experience. Either in Service, Install or Technical Support
• EPA Certification and other HVAC licenses strongly preferred
• Experience with Trane/American Standard and Mitsubishi residential HVAC products, strongly preferred
• Willing to answer technical support phone calls most days
• Provide Technical Training in-person and virtually
• Ability to quickly find product information to assist technicians on the phone or on the jobsite
• Be able to provide top notch customer service
• Strong proficiency with computer and software programs, including all Microsoft Applications
• Ability to communicate technical information to technical and non-technical customers and associates
• Demonstrated interpersonal skills and ability to collaborate with people at multiple levels of the organization
• Ability to be flexible, adaptable, and multitasking skills needed, including the ability to prioritize multiple, urgent requests
• Proven time management and organizational skills
• Detailed and able to maintain a high level of accuracy
• Self-starter, creative problem solver, and self-sufficient
• Ability to travel within New England to job sites, branches and corporate offices as required

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Life insurance
• 401(k) with a company match
• Mental health coverage
• Gender affirming and family building benefits
• Paid parental leave
• Associate discounts
• Community involvement opportunities