Technical Product Support Specialist

Job Description

Job Description

TITLE: Technical Product Support Specialist

Salary Level: Salary

FLSA Classification: Exempt

Department: Operations

Reports to: Manager

Position Summary:

The Technical Product Support Specialist supports customers and employees by providing technical support on the products that Insco offers. The Technical Support Specialist supports customers and employees through phone & email support as well as job-site visits. A Specialist is an integral part of onboarding new contractors, introducing them to Insco equipment lines and technologies and ensuring they are properly prepared for installation & confident in products. Specialists also maintain local training facilities, ensuring all equipment is functioning and up to date as well as facilitating training courses within the classroom. Specialists also provide internal training and support for our branch employees.

The Support Specialist position is part of Insco’s Technical Department, containing four other persons residing in Dallas, Austin & San Antonio. The Technical Department team works together to service the technical needs of Insco’s entire footprint; however, each employee’s job site travel is limited to their service area. The Technical department is part of a greater Sales Support Division that supports the direct sales efforts consisting of outside sales and branch locations.

Essential Duties and Responsibilities:

• Provide expert product knowledge to assist customers in person, over the phone, and via email, ensuring prompt solutions and increased sales.
• Deliver outstanding customer service through strong interpersonal skills and active listening.
• Provide Technical Support, Sales Support, Training Support, Manufacturer Support, & Warranty Support

Technical Support

o Provide technical support/answer questions for Insco customers via phone / email / text

o Provide technical support/troubleshooting to Insco customers at job site as required

o Support customers through manufacturer warranty registration and/or issues

o Support customer base with warranty questions or claims processing

o Proactively address support needs that could lead to larger issues

Sales Support

o Support Sales needs for customer acquisition

o Act as a technical ambassador for Insco brands, speaking to features & benefits

o Provide, install and start up support for key customers to ensure proper performance & future purchases

o Provide technical support to key customers and Territory Managers for unique HVAC Equipment applications

Training Support

o Maintain Insco training facility with current model(s) working equipment for on-site training/demo

o Facilitate/host Insco training events taught by Insco personnel or supplier/industry representatives

o Conduct on-site & off-site training when required

o Consistently visit & work within branches within your market.

o Train Insco branch personnel on tools and products required for installation to assist in the selling process

Manufacturer Support

o Key point-of-contact for equipment manufacturer(s) & product updates

o Stay up to date with all manufacturers’ technical bulletins

o Attend various manufacturers training to keep certified and aware of products & technologies

o Ensure customers are well prepared for installation of all major product lines

Warranty Support

o Ensure branches understand proper warranty requirements and procedures

o Work with the field operations team to monitor warranty claims for major equipment lines

o Provide training to remedy any common warranty claims issues

· Must be able to diagnose & troubleshoot HVAC systems

· Will Effectively train & teach HVAC best practices

· Will be required to perform other duties as requested, directed or assigned.

Required Competencies, Knowledge, Skills, & Abilities:

• Strong product knowledge with the ability to provide recommendations and solutions.
• Excellent communication and customer service skills.
• Strong written and verbal communication skills
• Read and interpret safety rules, operational, and technical documents
• Confident & engaging public speaker
• Ability to multi-task and work in a fast-paced environment.
• MS Office Suite
• Physical ability to lift and handle products safely.

Education & Experience:

· High School Diploma or General Education Degree (GED)

· HVAC Degree or Certification

· 10+ Years HVAC Industry Experience

· Expert level comprehension of HVAC systems, installation & best practices

Supervisory Responsibilities:

· None

Physical Demands:

· Required to lift 50+ lbs., heavier objects with mechanical aid

· Regularly required to sit, stand, walk, bend, reach, twist, stretch, kneel, squat, push, pull, and move about the facility for the entirety of the shift.

· Regularly required to climb, access rooftop equipment, access attic spaces

Work Environment:

• Location of position: Houston, Texas
• Background checks and drug tests required
• Possess and maintain a valid driver’s license
• Work will generally be performed in an office environment.
• May be exposed to Warehouse/Shop elements such as noise, dust, odors, fumes, and oils.
• May be required to work hours other than the regular schedule

These statements are intended to describe the general nature and level of work to be performed and are not intended to be an all-inclusive list of responsibilities and duties.

\nCompany Description

Insco Distributing is a family-owned wholesale HVAC distributor that serves contractors in Texas and Oklahoma since 1958. Now, with over 60 years of experience in the industry, we have grown to become a leader in HVAC with over 250 employees in 37 locations.

Insco Distributing makes your life easier by putting everything you need right at your fingertips. From quick product info to hassle-free account management and easy parts searches, we've got you covered.

When you choose Insco, you're choosing a partner dedicated to your success. Your trust means everything to us, and we're ready to prove why we're the best choice in the industry.

Company Description

Insco Distributing is a family-owned wholesale HVAC distributor that serves contractors in Texas and Oklahoma since 1958. Now, with over 60 years of experience in the industry, we have grown to become a leader in HVAC with over 250 employees in 37 locations.\r\n\r\nInsco Distributing makes your life easier by putting everything you need right at your fingertips. From quick product info to hassle-free account management and easy parts searches, we've got you covered.\r\n \r\nWhen you choose Insco, you're choosing a partner dedicated to your success. Your trust means everything to us, and we're ready to prove why we're the best choice in the industry.