Technical Product Support Specialist

Insco Distributing

Houston, Texas
1 day ago

Highlights

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. 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.

Numbers & Facts

Location	Houston, Texas
Industry	Wholesale Trade/Import-Export
Company Size	500 to 999 employees
Year Founded	1958
Website	https://insco.com/

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.

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.