What are the responsibilities and job description for the Field Service Training Representative position at D&L Parts Company?
Description
D&L Parts Company is seeking a knowledgeable and customer-focused Field Service Training Representative to support the technical growth of our dealer and contractor network. This role combines hands-on technical expertise with training and mentoring skills, focusing on the installation, maintenance, and repair of HVAC and home appliance products distributed by our company. You will lead in-person and virtual training sessions, assist with on-site product support, and act as a technical resource to improve service quality and customer satisfaction.
Requirements
Key Responsibilities:
- Deliver hands-on and classroom-style training to technicians, installers, service teams and employees on HVAC and appliance systems.
- Develop and implement training schedules, content, technical manuals, and support materials in alignment with manufacturer guidelines and field requirements.
- Provide on-site and remote field and technical support during product rollouts and escalated service calls.
- Identify service trends, performance gaps, and common installation errors to inform training strategies.
- Collaborate with sales, product management, and customer service support teams to ensure consistent messaging and technical alignment.
- Coordinate with the marketing team to develop social media strategies aimed at increasing brand visibility and driving sales performance.
- Work with sales teams and customers to evaluate skill gaps and coordinate targeted training initiatives.
- Maintain up-to-date knowledge of HVAC codes, safety protocols, and product specifications.
- Represent the company at dealer meetings, trade shows, and manufacturer trainings.
- Collaborate with vendors and staff to organize training programs that enhance product knowledge.
- Craft training programs and align promotional campaigns in partnership with sales.
- Support and implement certification and compliance programs as needed.
- Document training activity and prepare performance reports.
- Assist Regional and Branch Managers with Customer Appreciation and Counter Days
- 50% Travel/50% Remote.
Qualifications:
- 5 years of field service or installation experience in the HVAC or home appliance industry.
- Prior training or mentoring experience required.
- EPA Certification and other relevant HVAC technical certifications (e.g., NATE) are a plus.
- Complete Train the Trainer HVAC / appliance courses.
- Strong presentation and communication skills, both in person and virtually.
- Comfortable with travel (50%) across regional territories.
- Proficient in Microsoft Office Suite and presentation tools (PowerPoint, Microsoft Teams, Zoom, etc.).
- Proficiency with ERP or purchasing systems (e.g., Infor, NetSuite, SAP, Oracle).
- Self-motivated, detail-oriented, and able to work independently.
Work Environment:
- Combination of classroom, on-site, and remote environments.
- Travel is required to customer sites, training centers, and trade events.
