CORONAVIRUS (COVID-19) UPDATE

All branches are currently open with normal business hours. As the Coronavirus (COVID-19) outbreak evolves, we are constantly monitoring information from the government and health authorities. Our top priority remains the health & wellbeing of our employees, customers and vendor partners. Effective immediately, all pickup orders will be Curbside Pickup only. For more operational changes and updates, please click here.

AFTER HOURS CALL (978) 284-3309

Training & Technical Support Manager – Wilmington, MA Branch

Mar 16, 2021 | Career Opportunities

Training & Technical Support Manager
Wilmington, MA
Position Overview

The Training and Technical Support Manager will primarily be responsible for managing a team focused on technical support for customers, staff and external users of all American Standard, Trane and Mitsubishi HVAC products. The Training and Technical Support Manager will also be responsible for assisting with installation and commissioning questions, helping to diagnose/troubleshoot equipment issues, answer product related inquiries, providing service/product training, etc.

PRINCIPAL DUTIES & ACCOUNTABILITIES

• Manage and coach a team of professionals to ensure industry leading technical customer support services
• Answer field technical inquiries via phone or email on product related issues and document these inquiries in a professional and consistent manner; coordination of onsite visits may be required
• Perform and/or assign Field Support Services as required to resolve escalated issues more efficiently
• Perform analysis of training needs for our partners and internal employees
• Develop training curriculum, training aids, and manuals
• Schedule and/or deliver training in a variety of formats (e.g., Instructor Led, Webinar, etc.) in a compelling and professional manner
• Engage with manufacturers and vendors as required to ensure that issues are being address at all levels
• Manage vendor warranty parts claim process
• Manage customer claims around labor, equipment replacement, and vendor recalls
• Develop and maintain suggested replacement parts stocking lists
• Focus on new techniques, new technology and research; stay informed, know the industry, and what is on the horizon

QUALIFICATIONS OF POSITION

• Bachelor’s degree or equivalent with a certificate in Heating, Ventilation, and Air Conditioning or equivalent combination of education and experience required
• 7 – 10 years’ specialized training and knowledge in HVAC industry with real world experiencing service, troubleshooting, and installation of HVAC equipment
• Must have a deep technical understanding of the refrigeration cycle, components, etc.
• Experience researching information and preparing communications
• Experience in fast paced call center environment, including data entry, word processing, spreadsheets and software
• Ability to review requirements documents, system prototypes, etc., to determine appropriate training content and materials for a system that is currently under development
• Plan, organize, and prioritize multiple assignments and projects
• Experience with a variety of training delivery methods and training development
• Demonstrated competency in both oral and written modes for internal and external personnel at all levels
• Work independently and in a team environment to achieve personal and team goals and complete assignments within established time frames

ABOUT S.G. TORRICE

The S. G. Torrice Company is a full-service HVAC distributor of heating and cooling equipment, parts and accessories in the New England region with eleven 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.

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.

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Locations

Coming Soon – Manchester, NH Branch

Boston, MA
S. G. Torrice Company

2 Keller St, Unit 2
Manchester, NH, 03103

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

BOSTON, MA – BRANCH

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: Glenn Morris
Email:  gmorris@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

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

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

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

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

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

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: Chris Glidden
Email: cglidden@sgtorrice.com

WILMINGTON, MA - BRANCH + HEADQUARTERS

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: Chad Stanley
Email: cstanley@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

80 Industrial Way, Wilmington, MA 01887
Phone: (978) 657-7779 | Fax: 978-657-4044
info@sgtorrice.com

80 Industrial Way, Wilmington, MA 01887
Phone: (978) 657-7779
Fax: 978-657-4044
info@sgtorrice.com