The Distributor Service Representative will provide technical assistance for our different equipment brands and deliver instructions and training to our customers and staff members.
This role will receive ongoing factory training and direction to assist customers with the proper installation, service, and repair of our major equipment lines; as well as reduce warranty claims and protect the reputation of the brands.
Division
ECCO Supply
Reporting structure
Reports to: Regional Director of Sales Branch Operations, or designate
Key Responsibilities
General Duties:
- Make a personal commitment to consistently provide superior candidate experience improve ECCO’s employer brand in the market
- Maintain good working relationship with all co-workers and ECCO employees
- Read and comply with ECCO’s Human Resources Policies and Procedures
- Read and comply with ECCO’s Health & Safety Policies and Procedures
- Assist in the success of ECCO’s Safety Program with suggestions, by setting a good example, and by ensuring that safety is at the forefront of your actions while at work
Training:
- Work with both ECCO employees and vendors to develop training sessions to educate them on major HVAC equipment brands; as well as identify skills or knowledge gaps that need to be addressed
- Develop training curriculum, tests, and assignments; as well as plan and implement educational activities and events
- Conduct training sessions at ECCO’s Supply branches, customer’s locations, and training centers as needed
- Ensure supplies and resources for lectures and presentations are available
Technical Support:
- Assist customers by phone, via email, and in-person; as well as evaluate and troubleshoot operational problems as needed
- Test and evaluate new technologies
- Support the roll-out of new products and product lines as needed
- Prepare and provide product demonstrations for customers
- Act as a liaison between inspectors and customers in settling any potential disputes
- Provide specs, installation, and operations materials to customers
Distributor Service Representative
- Maintain strong relationship with all current and potential customers and vendors
- Identify improvements and modifications to departmental procedures
- Process warranties in order to improve sales and customer satisfaction
- Provide timely and accurate customer feedback
- Continuously develop and upgrade education/product knowledge and applications, including features, benefits, warranties and limitations including attending training in order to efficiently service our customers
- Stay informed regarding special promotions, industry trends, and product offering; as well as company policies affecting the business relationship
- Attend various meetings, conferences, and industry trade shows approved by ECCO Supply management
- Travel as needed
- Participate in yearly inventory count
- Provide progress reports to the Regional Director of Sales Branch Operations as required
- Other duties as deemed necessary by Management
Due to the dynamic nature of this Company the duties and responsibilities may reasonably change from time to time.
Qualifications:
- 3+ Years of sales experience in the building materials industry or an equivalent combination of two years of HVAC sales, education, training, and experience
- Outstanding communication skills, both written and oral, including the ability to communicate with all levels of the organization
- Ability to communicate technical product information to customers and ECCO employees
- Demonstrated ability to lead people and get results through others
- Attention to detail and valuable problem-solving skills
- Work with a high degree of integrity and a sense of urgency
- Troubleshooting skills and problem-solving skills
- Strong computer skills
- A current driver’s License and clean driving abstract
Required Skill Profession
Information And Record Clerks