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.
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.
-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.