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Help Desk Specialist Jobs in Houston, TX
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Technical Product Support Specialist

Insco Distributing
  • Houston, Texas
    1 day ago

    Job Description

    TITLE: Technical Product Support Specialist
    Salary Level:   Salary
    FLSA Classification: Non-Exempt
    Department: Operations
    Rev Date: 5.01.2025
    Reports to:  Manager
     
    Position Summary:
    The Technical Product Support Specialist supports customers and employees by providing technical support on the products that Insco offers. The Technical Support Specialist supports customers and employees through phone & email support as well as job-site visits.  A Specialist is an integral part of onboarding new contractors, introducing them to Insco equipment lines and technologies and ensuring they are properly prepared for installation & confident in products.  Specialists also maintain local training facilities, ensuring all equipment is functioning and up to date as well as facilitating training courses within the classroom.  Specialists also provide internal training and support for our branch employees. 
     
    The Support Specialist position is part of Insco’s Technical Department, containing four other persons residing in Dallas, Austin & San Antonio.  The Technical Department team works together to service the technical needs of Insco’s entire footprint; however, each employee’s job site travel is limited to their service area.  The Technical department is part of a greater Sales Support Division that supports the direct sales efforts consisting of outside sales and branch locations.
    Essential Duties and Responsibilities:
    • Provide expert product knowledge to assist customers in person, over the phone, and via email, ensuring prompt solutions and increased sales.
    • Deliver outstanding customer service through strong interpersonal skills and active listening.
    • Provide Technical Support, Sales Support, Training Support, Manufacturer Support, & Warranty Support
    Technical Support
    • Provide technical support/answer questions for Insco customers via phone / email / text
    • Provide technical support/troubleshooting to Insco customers at job site as required
    • Support customers through manufacturer warranty registration and/or issues
    • Support customer base with warranty questions or claims processing
    • Proactively address support needs that could lead to larger issues
         Sales Support
    • Support Sales needs for customer acquisition
    • Act as a technical ambassador for Insco brands, speaking to features & benefits
    • Provide, install and start up support for key customers to ensure proper performance & future purchases
    • Provide technical support to key customers and Territory Managers for unique HVAC Equipment applications
    Training Support
    • Maintain Insco training facility with current model(s) working equipment for on-site training/demo
    • Facilitate/host Insco training events taught by Insco personnel or supplier/industry representatives
    • Conduct on-site & off-site training when required
    • Consistently visit & work within branches within your market.
    • Train Insco branch personnel on tools and products required for installation to assist in the selling process
    Manufacturer Support
    • Key point-of-contact for equipment manufacturer(s) & product updates
    • Stay up to date with all manufacturers’ technical bulletins
    • Attend various manufacturers training to keep certified and aware of products & technologies
    • Ensure customers are well prepared for installation of all major product lines
    Warranty Support
    • Ensure branches understand proper warranty requirements and procedures
    • Work with the field operations team to monitor warranty claims for major equipment lines
    • Provide training to remedy any common warranty claims issues
    • Must be able to diagnose & troubleshoot HVAC systems
    • Will Effectively train & teach HVAC best practices
    • Will be required to perform other duties as requested, directed or assigned.
    Required Competencies, Knowledge, Skills, & Abilities:
    • Strong product knowledge with the ability to provide recommendations and solutions.
    • Excellent communication and customer service skills.
    • Strong written and verbal communication skills
    • Read and interpret safety rules, operational, and technical documents
    • Confident & engaging public speaker
    • Ability to multi-task and work in a fast-paced environment.
    • MS Office Suite
    • Physical ability to lift and handle products safely.
    Education & Experience:
    • High School Diploma or General Education Degree (GED)
    • HVAC Degree or Certification
    • 10+ Years HVAC Industry Experience
    • Expert level comprehension of HVAC systems, installation & best practices
    Supervisory Responsibilities:
    • None
    Physical Demands:
    • Required to lift 50+ lbs., heavier objects with mechanical aid
    • Regularly required to sit, stand, walk, bend, reach, twist, stretch, kneel, squat, push, pull, and move about the facility for the entirety of the shift.
    • Regularly required to climb, access rooftop equipment, access attic spaces
    Work Environment:
    • Location of position: North Texas Territory
    • Background checks and drug tests required
    • Possess and maintain a valid driver’s license
    • Work will generally be performed in an office environment.
    • May be exposed to Warehouse/Shop elements such as noise, dust, odors, fumes, and oils.
    • May be required to work hours other than the regular schedule
     
     
    These statements are intended to describe the general nature and level of work to be performed and are not intended to be an all-inclusive list of responsibilities and duties.
     

    Numbers & Facts

    LocationHouston, Texas
    IndustryWholesale Trade/Import-Export
    Company Size500 to 999 employees
    Year Founded1958
    Websitehttps://insco.com/

    About Company

    Join a company that truly has the Best People.

    At Insco, we are known for our best products, best service, and best people. Become a part of our growing team and become the best "you" you can be. We are always looking to hire energetic, passionate team members. If you're a seasoned HVAC vet or even just looking for a career change, consider Insco!

    Enjoy these great benefits?

    Health Insurance

    Enjoy excellent health coverage for you and your family with Insco's PPO plans for full-time employees. Includes prescription benefits as well.

    Dental & Vision Insurance

    We offer both dental and vision insurance plans for you and your loved ones. Keep that smile looking great and those eyes keen with Insco's Dental and Vision plans.

    Short & Long Term Disability

    We understand accidents happen from time to time, that's why Insco offers both short and long term disability. Short term disability is included for all full time employees. We offer long term disability optional.

    Paid Time Off

    Insco offers paid time off to all full time employees who have completed their first 90 days of employment. Enjoy two weeks paid vacation your first year and it only scales up from there.

    Paid Holidays and Half Days

    Take all major holidays off and enjoy several half days scattered throughout the year.

    Employee Discounts

    We offer great employee discounts on tools, parts, supplies, and equipment available after 90 days of employment.

    Retirement Planning and 401k

    We offer both Roth and traditional 401k plans with employer matching. We can help you and your family save for retirement.

    Licensure Assistance and Membership Dues

    Available for all professional HVAC-related licenses or memberships. We take pride in the knowledge our people have and we want you to be proud as well.

    Optional Life Insurance

    We offer discounted life insurance options to help protect you and your family.

    Skills

    • Background Investigationunmatched
    • Best Practicesunmatched
    • Claims Processingunmatched
    • Communication Skillsunmatched
    • Customer Acquisitionunmatched
    • Customer Support/Serviceunmatched
    • Direct Salesunmatched
    • Driver's Licenseunmatched
    • Field Salesunmatched
    • HVACunmatched
    • Identify Issuesunmatched
    • Interpersonal Skillsunmatched
    • Lift/Move 50 Poundsunmatched
    • Manufacturing Technologyunmatched
    • Microsoft Officeunmatched
    • Multitaskingunmatched
    • Onboardingunmatched
    • Presentation/Verbal Skillsunmatched
    • Problem Solving Skillsunmatched
    • Product Demonstrationunmatched
    • Product Supportunmatched
    • Resolve Customer Issuesunmatched
    • Revenue Growthunmatched
    • Salesunmatched
    • Sales Supportunmatched
    • Solution Salesunmatched
    • Startupunmatched
    • Systems Administration/Managementunmatched
    • Technical Supportunmatched
    • Technical Writingunmatched
    • Territory Managementunmatched
    • Training/Teachingunmatched
    • Warehousingunmatched
    • Well Installationunmatched
    • Writing Skillsunmatched

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