New Business Hours for Select Branches: The Fabrication Shop in Wilmington, MA, along with Auburn, MA, Portsmouth, NH, and Williston, VT, will be open from 7:00 AM to 4:00 PM, Monday - Friday.
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HVAC Technical Support Representative Wilmington MA Branch
HVAC Technical Support Representative - Wilmington, MA Branch
Apr 4, 2022 | HVAC Technical Support Representative
POSITION OVERVIEW
S. G. Torrice is currently seeking an HVAC Technical Support Representative to join their team. This position is primarily responsible for resolving customer technical issues.
PRINCIPAL DUTIES & ACCOUNTABILITIES
- Assist dealers in troubleshooting service and installation problems
- Assist dealers with parts identification
- Maintain daily call log of customer interactions
- Assist branch staff with set up of, and provide training and support on, Ingersoll Rand’s CATS parts ID, Oracle12 order management, and WMS warranty claims systems
- Place parts orders on an urgent/emergency basis for dealers and branches
- Manage, or assist in the management, of vendor product recalls or reworks
- Participate in vendor sponsored training to retain technical proficiency with current and new products
- File American Standard/Trane labor concession, warranty parts and freight claims through the WMS warranty claims system
- Follow up on warranty claims to ensure vendors remit credits and dealers receive credit
- Provide outside field service customer support on job sites
- Provide support for outside TMs and branches for all equipment parts
- Assist in teaching training classes
- Assist at physical inventories
- Other duties as assigned.
QUALIFICATIONS OF POSITION
- Minimum of 5 years field or technical support experience.
- Basic language skills. Able to read and comprehend basic instructions and write basic correspondence. Able to effectively present information to customers and company staff. Must be fluent in English.
- Basic mathematical skills. Able to add, subtract, multiply and divide in all units of measure including whole numbers, common fractions and decimals.
- Basic reasoning ability. Able to apply common sense understanding to carry out written and oral instructions.
- Intermediate computer skills. Individual must learn/develop competency in the company’s customer system, SHIMS, and various manufacturers’ parts lookup software. Individual should also be comfortable with Microsoft Office software.
- Must be authorized to work in the United States
- Must be able to travel between corporate offices and remote branches and job sites as required.
- Must be able to work a maximum of 40 hours weekly and overtime as required. Hours to be determined by manager.
ABOUT S.G. TORRICE
S. G. Torrice Company is a full-service distributor of heating and cooling equipment, parts, and accessories serving residential and commercial HVAC contractors since 1958. With 14 branches in operation across MA including Wilmington, Boston, Hyannis, Mansfield, Marlborough, Peabody, Randolph, as well as Hudson, NH, Manchester, NH, Portsmouth, NH, Providence, RI, Westbrook, ME, and Williston, VT the company offers exceptional products and extraordinary support. In addition to its branches, S. G. Torrice operates a 25,000-square foot state-of-the art sheet metal shop at their Wilmington location which features the latest in technology, enabling them to meet all their customers’ customized sheet metal needs.
S.G. Torrice has always recognized that outstanding people are the key to their success and they are dedicated to providing a rewarding and respectful workplace. It is the mission of S. G. Torrice to become their customers’ supplier of choice, their vendors’ distributor of choice, and their employees’ employer of choice. To deliver on this mission, the company has identified five principles of performance – “Respect”, “Whatever It Takes Attitude”, “Attention to Detail”, “Continuous State of Self-Improvement”, and a “Sense of Urgency”, that they consider to be essential attributes to a successful organization.
Disclaimers:
Applicants, as well as position incumbents, who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.
S. G. Torrice Company is committed to the principle of equal employment opportunity. Applicants for employment and employees are reviewed on their individual qualifications for a position. Under no circumstances will S. G. Torrice Company discriminate against qualified persons on the basis of race, color, religious creed, retaliation, national origin, ancestry, sexual orientation, gender, gender identity/expression, disability, mental illness, genetics, choice of health insurance, marital status, age, veteran status, or any other basis prohibited under applicable law.