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:
1. Make a personal commitment to consistently provide superior candidate experience improve ECCO’s employer brand in the market
2. Maintain good working relationship with all co-workers and ECCO employees
3. Read and comply with ECCO’s Human Resources Policies and Procedures
4. Read and comply with ECCO’s Health & Safety Policies and Procedures
5. 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:
6. 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
7. Develop training curriculum, tests, and assignments; as well as plan and implement educational activities and events
8. Conduct training sessions at ECCO’s Supply branches, customer’s locations, and training centers as needed
9. Ensure supplies and resources for lectures and presentations are available
Technical Support:
10. Assist customers by phone, via email, and in-person; as well as evaluate and troubleshoot operational problems as needed
11. Test and evaluate new technologies
12. Support the roll-out of new products and product lines as needed
13. Prepare and provide product demonstrations for customers
14. Act as a liaison between inspectors and customers in settling any potential disputes
15. Provide specs, installation, and operations materials to customers
Distributor Service Representative
16. Maintain strong relationship with all current and potential customers and vendors
17. Identify improvements and modifications to departmental procedures
18. Process warranties in order to improve sales and customer satisfaction
19. Provide timely and accurate customer feedback
20. 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
21. Stay informed regarding special promotions, industry trends, and product offering; as well as company policies affecting the business relationship
22. Attend various meetings, conferences, and industry trade shows approved by ECCO Supply management
23. Travel as needed
24. Participate in yearly inventory count
25. Provide progress reports to the Regional Director of Sales Branch Operations as required
26. 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:
27. 3+ Years of sales experience in the building materials industry or an equivalent combination of two years of HVAC sales, education, training, and experience
28. Outstanding communication skills, both written and oral, including the ability to communicate with all levels of the organization
29. Ability to communicate technical product information to customers and ECCO employees
30. Demonstrated ability to lead people and get results through others
31. Attention to detail and good problem-solving skills
32. Work with a high degree of integrity and a sense of urgency
33. Troubleshooting skills and problem-solving skills
34. Strong computer skills
35. A current driver’s License and clean driving abstract