HVAC Technical Support Representative – Wilmington, MA Branch

Sep 29, 2021 | Career Opportunities

HVAC Technical Support Representative
Wilmington, MA

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.


• 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.


• 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.


• Customer Service Skills: Individual is highly detail oriented.  Individual responds promptly and professionally to customer requests for assistance/service, solicits customer feedback to improve service, meets commitments made to customers.  Individual must be able to manage difficult/emotional customer situations.

• Analytical/Problem Solving Skills: Strong interpersonal skills. Demonstrates strong attention to detail.  Works well independently and in group problem solving situations. Resolves problems in a timely fashion; develops alternative solutions, uses reason even when dealing with emotional topics/customers.

• Interpersonal/Oral/Written Communication Skills: Listens without interruption and gets clarification when needed, focuses on solving conflict not blaming, maintains confidentiality, keeps emotions under control. Speaks clearly, responds well to questions.  Remains open to others’ ideas and willing to learn new things.  Writes clearly and informatively, edits work for spelling and grammar.  Able to read and interpret written information.  Able to work independently with little supervision.

• Teamwork/Organizational Support/Professionalism: Balances team and individual responsibilities, open to other’s views, welcomes feedback, supports other employees’ and company’s efforts to succeed; follows company policies, competes organizational tasks on time, supports company’s goals as stated in company vision statement, adheres to company safety policies, approaches others tactfully, treats others respectfully, dresses professionally, treats company property respectfully.

• Appropriate Quality/Quantity of Work: Demonstrates accuracy and thoroughness, monitors own work to ensure quality, looks for ways to improve and promote quality, completes work in a timely manner and notifies appropriate person when goals cannot be met, works quickly, uses time efficiently.

• Ethics: Treats people with respect regardless of their status, shows respect for cultural differences, keeps commitments, works with integrity, inspires trust of others, accepts responsibility for own actions, is consistently at work and on time, arrives at meetings on time, follows instructions, responds to management direction takes responsibility for own actions, commits to long hours of work when necessary to reach goals.


S. G. Torrice is a full-service HVAC distributor of heating and cooling equipment, parts and accessories in the New England region with 12 locations. Our staff specialize in residential, commercial and IAQ applications, plus we have a full parts and service department. Our warehouses hold an extensive selection of air conditioning and heating equipment, parts, filters and supplies for the convenience of our dealers. We also operate a 25,000 square foot state-of-the art sheet metal shop at our Wilmington location featuring the latest in technology, enabling us to meet all of our 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.


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.

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Boston, MA
S. G. Torrice Company

30 Northampton Street, Rear
Boston, MA 02118

Phone: 857-233-4330
Fax: 857-233-4459
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Michael Lemire
Email:  Mlemire@sgtorrice.com

Hyannis, MA – BRANCH

Hyannis, MA
S. G. Torrice Company

71 Bodick Road
Hyannis, MA 02601

Phone: 508-790-8856
Fax: 508-790-7024
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: John Davis
Email: jdavis@sgtorrice.com

Hudson, NH – BRANCH

Hudson, NH
S. G. Torrice Company

24 Flagstone Drive
Hudson, NH 03051

Phone: 800-335-4822
Fax: 603-886-5814
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: John Murphy
Email: jmurphy@sgtorrice.com

Mansfield, MA – BRANCH

Mansfield, MA
S. G. Torrice Company

600 West St,
Mansfield, MA 02048

Phone: 508-541-9014
Fax: 508-541-9050
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Mike Mihalio
Email: mmihalio@sgtorrice.com

Marlborough, MA – BRANCH

Marlborough, MA - Branch 
S. G. Torrice Company

164 Locke Dr.
Marlborough, MA 01752

Phone: 508-418-4345
Fax: 508-418-4361
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Chris Bergeron
Email: cbergeron@sgtorrice.com

Peabody, MA – BRANCH

Peabody, MA
S. G. Torrice Company

One First Ave Suite 3B
Peabody, MA 01960

Phone: 978-977-7900
Fax: 978-977-9344
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Rusty Richardson
Email: rrichardson@sgtorrice.com

Randolph, MA – BRANCH

Randolph, MA
S. G. Torrice Company

81 York Ave.
Randolph, MA 02368

Phone: 781-963-3766
Fax: 781-986-6916
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: John McGee
Email: Jmcgee@sgtorrice.com

Williston, VT – Now Open

Williston, VT
S. G. Torrice Company

150 Krupp Drive
Williston, VT 05495

Phone: 802-489-7040
Fax: 802-419-8343
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: George Schoonejongen
Email: gschoonejongen@sgtorrice.com


Wilmington, MA
S. G. Torrice Company Corporate Headquarters

80 Industrial Way
Wilmington, MA 01887

Phone: (978) 657-7779
Office Fax: 978-657-4044
Sales Fax: 978-657-4255
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Brian Pomroy
Email: Bpomroy@sgtorrice.com

Wilmington, MA - Trane Distribution Center

Wilmington, MA
Trane Distribution Center

7 Lopez Road
Wilmington, MA 01887

Phone: 978-315-3040
Fax: 978-447-5723
After Hours Contact: 978-284-3309

Manchester, NH - Branch - Now Open

Manchester, NH
S. G. Torrice Company

2 Keller St, Unit 2
Manchester, NH, 03103

Phone: 603-945-1490
Fax: 603-218-6820

Hours: 7am-5pm Mon-Fri
Branch Manager: Chad Stanley
Email: cstanley@sgtorrice.com

Portsmouth, NH – BRANCH

Portsmouth, NH
S. G. Torrice Company

115 Heritage Ave. Suite B
Portsmouth, NH 03801

Phone: 603-373-6951
Fax: 603-373-6954
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Dave Woodward
Email: dwoodward@sgtorrice.com

Providence, RI – BRANCH

Providence, RI
S. G. Torrice Company

300 Niantic Ave
Providence, RI 02907

Phone: 401-490-4425
Fax: 401-490-4432
After Hours Contact: 978-284-3309

Hours: 7am-5pm Mon-Fri
Branch Manager: Ryan Still
Email: rstill@sgtorrice.com

Westbrook, ME – Branch

Westbrook, ME
S. G. Torrice Company

5 Karen Drive
Westbrook, ME 04092

Phone: (207) 560-6870
Fax: (207) 253-1835
After Hours Contact: 207-800-5848

Hours: 7am-5pm Mon-Fri
Branch Manager: Jared DeSantis
Email: jdesantis@sgtorrice.com

80 Industrial Way, Wilmington, MA 01887
Phone: (978) 657-7779 | Fax: 978-657-4044

80 Industrial Way, Wilmington, MA 01887
Phone: (978) 657-7779
Fax: 978-657-4044