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Field Service Representative (FSR)

Tacoma, Washington

Description

Exciting career opportunity to join the Gensco Technical Services Team as an FSR: Field Service Representative. This position is based in the greater Tacoma / Seattle, WA area. Field Service Representatives work directly with residential & commercial HVAC contractors, providing training, jobsite visits, and technical support for our Trane, American Standard, and Rheem unitary equipment lines. Become part of our tight-knit Team who are known as industry leaders and some of the best technical experts in the USA! Candidates with extensive experience in HVAC service and installation are preferred. About Us: Gensco, Inc. is a successful, family-owned HVAC wholesale distributor and manufacturer doing business in the Northwest for 70 years. We pride ourselves on delivering outstanding service and value to our customers and providing opportunity and job satisfaction for our Team Members. Our team members enjoy excellent wages and a comprehensive benefits package! We have 25 locations total in the 5 northwest states. Job Summary: -Provide technical knowledge and support about the HVAC equipment sold by Gensco to Contractor Customers and Team Members. This includes our Trane, American Standard, and Rheem unitary equipment lines in residential and commercial -Provide training to customers on the technical aspects of equipment installation, service, and repair. -Act as a liaison between the equipment factories and Gensco customers and team members on technical matters about the equipment sold by Gensco. Duties and Responsibilities: 1. Customer Service: a. Respond to Gensco customers and Team Members on technical matters about the equipment sold by Gensco. b. In accordance with factory programs and authorizations, approve labor and product concessions to resolve equipment issues. c. Complete and turn in all job determination and resolution forms daily. d. Provide suggestions to Purchasing on service parts that should be stocked by Gensco to ensure after sale product support. 2. Dealer Support: a. Review factory service bulletins and approve for distribution to dealers, branches, and team members. b. Evaluate factory product recalls, reworks, and field modifications and recommend appropriate Gensco action. c. Recommend and develop dealer training programs. d. Prepare curriculum and either conduct the training or assist those providing the training. e. Assist the Sales Team in providing new dealers with technical training on the application, installation, service, and repair of major equipment lines sold by Gensco. f. As appropriate, assist individual dealers with training on how to use the available materials (service bulletins, manuals, cd’s, websites, etc.) to diagnose service problems. 3. Warranty Claim Fulfillment: a. Within factory guidelines and company policies, process all Warranty Credit requests within 48 hours. b. Support efforts to resolve all product warranty issues in a fair and equitable manner and assist in the subsequent collection efforts from the factory. 4. Factory Liaison: a. Respond to factory product service requests, bulletins, and solicitations for information. b. Report results of field-tests, service, and technical issues to the factory using accepted methods. c. Help coordinate emergency equipment replacement authorizations (EEAs) with the factory. d. Attend factory training as necessary. e. Participate in factory meetings, webcasts, and conferences.

Education/Experience/Skills

  • Completion of a 2-year college degree in technical studies or equivalent work experience
  • Five years of related work experience and excellent knowledge of HVAC industry
  • Demonstrated ability to manage details and meet deadlines with 100% accuracy in a multi-task environment
  • Customer service-oriented approach, responds to requests with a sense of urgency
  • Proactive, self-motivated, able to recognize issues and resolve or escalate appropriately
  • Strong people skills, recognizes when to use formal or informal approach, not easily intimidated, accessible, ability to say “no” in a firm but polite manner
  • Ability to use tact and diplomacy in sensitive situationsStrong presentation skills
  • Willing to “think out of the box” and identify process improvement opportunities
  • High degree of honesty, ethics and integrity
  • Able to operate personal computer, calculator, other office machines and proficient in MS Office products (Word, Outlook, Excel, PowerPoint)
  • Able to work sitting or standing and to move freely throughout the facility
  • Able to lift and carry equipment and supplies on a frequent basis
  • Able to travel as required with overnight stays

Equal Opportunity Employer

Our team members enjoy excellent wages and a comprehensive benefits package.
Benefits include health care coverage, LTD, 401k Profit Sharing Retirement plan, paid vacation, paid holidays and paid sick leave.
Come join our successful team!
Gensco is an equal opportunity employer.

Tips for the Application Process

  • May take between 10 and 15 minutes to complete
  • In order to expedite the process please prepare these items prior to starting the application
    • Past Employment information including list of job duties and contact info
    • List of 3 references with contact information
    • Education background information