Technical Sales Support Specialist

2 weeks ago

Fort Lauderdale, Florida, United States The Ware Group LLC Full time
Job Overview

Position Summary:

The Technical Support Service Representative plays a pivotal role in the organization, reporting directly to the Director of Sales. This position is tasked with the development and execution of structured technical sales support, training initiatives, and warranty management. The representative serves as a vital resource for both customers and internal teams, offering insights into equipment best practices and technical expertise.

Key Responsibilities:

  1. Formulate guidelines and tools to address the increasing demand for technical sales support. Provide troubleshooting assistance to customers and staff, including on-site field support for complex issues without engaging in product modifications or repairs.
  2. Design and implement a NATE training program tailored for the organization, along with technical training sessions aimed at enhancing customer and employee understanding of HVAC fundamentals and installation protocols.
  3. Collaborate with Branch and Account Managers to secure sales opportunities with major equipment dealers, delivering technical training as part of the in-house service to foster customer retention.
  4. Facilitate in-house technical training sessions for customers to enhance sales capture and retention.
  5. Establish a structured warranty process and unit exchange policy to minimize warranty transactions and improve customer service experiences.
  6. Conduct service schools and training sessions, tracking attendance and reporting on customer and employee engagement.
  7. Support designated locations in becoming leading NATE testing centers within the industry.
  8. Assist the Purchasing and Marketing teams in optimizing product offerings, including identifying superseded products and related items to drive sales growth.
  9. Maintain a current understanding of industry trends and technical advancements that impact target markets and products through various internal and external resources.
  10. Build and sustain relationships with vendor partners and key customers to enhance collaboration.
  11. Participate in relevant meetings, providing insights on customer and product data, strategies, and opportunities.
  12. Ensure a consistent company image is upheld throughout all training and sales presentations.
  13. Perform additional duties as assigned.

Internal Collaboration:

Engage with the store support team to assess training needs and stay informed on product and industry trends. Regularly meet with Sales and Branch Management, as well as members from marketing, purchasing, IT, and human resources to align on long-term and short-term objectives.

External Engagement:

Communicate and collaborate with Market/Branch Management, customers, vendors, and industry consultants to foster strong relationships.

Qualifications:

  1. A minimum of 5 years of experience in HVAC field service.
  2. Exceptional communication and interpersonal skills are essential.
  3. Ability to analyze problems, gather data, and derive valid conclusions.
  4. Proven capability to manage a high volume of activities across various conditions.
  5. Strong decision-making skills, employing both analytical and creative approaches.
  6. Proficiency in Microsoft Word, Excel, and PowerPoint.
  7. Fluency in English and Spanish, both written and verbal, is required.

Work Environment:

This role typically operates in an office environment, with frequent visits to branch facilities and customer operations. The position requires the ability to stand, walk, and sit for extended periods, as well as climb stairs and ladders. Visual acuity is necessary for reading and producing reports, and auditory skills are required for high-volume communication. Moderate travel may be necessary.

Why Choose The Ware Group LLC?

  • Competitive compensation package.
  • Comprehensive benefits including health, dental, and vision coverage.
  • 401K plan with company matching.
  • Tuition reimbursement opportunities.
  • Employee Assistance Program.
  • Incentives for employee referrals.
  • Warehouse safety reward initiatives.

The Ware Group LLC is committed to fostering an inclusive workplace and is proud to be an equal opportunity employer. We welcome applicants from all backgrounds and are dedicated to providing accommodations for individuals with disabilities.

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