Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection

Customer Support

• Providing ongoing ERP platform functional and technical support for teammates
• Intake of teammate support inquiries
• Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
• Communicate with ticket submitters to ensure issues are understood
• Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Strive for first call resolution
• Attain deep knowledge in functionality of ERP platform modules and integrated applications
• Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
• Continually develop ERP platform functional and technical support skills
• Perform other related activities, as necessary or as assigned.

ERP Support Specialist – Tier I

Business Development Rep

• Develop and execute strategies to engage contractors and home builders and promote Comfort Owl’s rental, leasing, and financing program
• Establish and maintain strong relationships with contractors, home builders, and key stakeholders
• Identify and target potential builders, converting them to use our rental solutions
• Manage and grow a pipeline of builder prospects, tracking progress and performance
• Qualify and engage contractors, supporting them in offering payment solutions as part of their business practice
• Manage and foster contractor relationships, tracking progress and performance
• Conduct presentations and meetings with key stakeholders to showcase program benefits
• Collaborate with the marketing team to create targeted campaigns and promotional materials
• Provide training and support to contractors and builders on our rental, leasing and financing program, ensuring seamless integration
• Monitor market trends, competitor activities, and customer feedback to refine strategies
• Report on sales activities, pipeline development, and market feedback to senior management

Business Development Manager

Account Executive

• Provide field and phone support for troubleshooting inverter-based ducted and non-ducted HVAC systems.
• Communicate effectively with customers in both English and French.
• Build and maintain strong relationships with contractors, engineers, and distribution partners.
• Conduct product presentations, demonstrations, and training sessions in both languages.
• Identify customer needs and recommend HVAC solutions that best meet performance and budget requirements.
• Collaborate with the inside sales and technical support team to ensure a high level of customer satisfaction.
• Track and manage sales opportunities in CRM system, from lead generation to closing.
• Stay current with industry trends, technologies, and best practices.

HVAC Technical Sales Representative

System Administrator

• Responsible for maintaining and optimizing IT infrastructure for smooth operations and high system availability
• Supports development of intelligent automation solutions to improve operational maturity, scalability, and resiliency
• Available for a rotating on-call schedule to support 24x7x365 operations
• Design and implement automated workflows using Power Automate
• Develop custom business applications with Power Apps to support IT operations and end-user productivity
• Build and maintain intelligent bots and virtual agents using Copilot Studio
• Collaborate with IT Systems, Security, and Project Delivery teams to deploy, secure, and monitor infrastructure
• Manage patching, updates, and endpoint maintenance using automation-first principles
• Monitor and report on system performance and availability, making recommendations for improvements
• Administer backups, security controls, and infrastructure changes

ERP Support Specialist – Tier I

Business Development Manager

HVAC Technical Sales Representative

IT Systems Administrator