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Provides telephone, email, and occasional in-field technical support for ductless HVAC systems. Troubleshoots installation, operation, maintenance, service, and repair issues; investigates customer concerns; recommends corrective actions; maintains customer satisfaction; and records support information in computer systems. Requires extensive single-zone and multi-zone ductless equipment knowledge, HVAC experience, schematic-reading ability, strong communication skills, Microsoft Office proficiency, and Pacific Time Zone availability.

Owns the architecture, reliability, lifecycle, and modernization of networks, servers, cloud platforms, Microsoft 365, identity, backup, and core infrastructure. Administers hybrid identity, cloud services, servers, networks, virtualization, disaster recovery, and security controls. Automates administration, leads infrastructure modernization projects, manages technical partners, provides Level 2/3 escalation, supports incident response, and performs root-cause analysis and vulnerability remediation.

Operate and improve cybersecurity monitoring, incident response, vulnerability management, email and endpoint security, cloud and identity controls, and security assurance. Investigate alerts, manage incidents, hardening, access controls, vendor risk, policies, audits, and remediation. Partner with IT teams, an MDR provider, and specialist vendors while delivering security awareness, phishing exercises, runbooks, and tabletop exercises. After-hours incident response and local travel may be required.

Provides frontline Tier 1 technical support through phone, portal, email, and walk-up channels. Troubleshoots Windows endpoints, Microsoft 365, VPN, printers, peripherals, conferencing tools, and business applications. Fulfills access, password, MFA, installation, onboarding, offboarding, and equipment requests. Deploys and maintains devices, tickets, assets, and knowledge articles; identifies security concerns and escalates complex issues. Supports patching, software deployments, office moves, vendor cases, incident response, and recovery exercises.

Conduct financial, operational, and internal control audits across Watsco and its subsidiaries. Evaluate SOX controls, financial reporting, business processes, and operational efficiency; identify risks; recommend practical improvements; maintain audit workpapers; and report findings to senior leadership. The role requires managing multiple deadlines, auditing diverse accounting environments, and traveling approximately 20% across the United States, with limited travel to Canada and Mexico.

Manages sales and customer relationships across an assigned territory for HVAC equipment and services. Responsibilities include consultative selling, prospecting, growing market share, developing contractors and dealers, negotiating pricing, meeting sales targets, resolving customer issues, analyzing market data, managing CRM opportunities, and representing the company at industry events.

Evaluates customer credit applications, reviews financial information, establishes credit limits, monitors account risk, and manages collections. The role investigates payment disputes, negotiates arrangements, tracks aging and bad debt exposure, supports reserve and write-off analysis, and maintains account records in ERP or CRM systems. It partners with Sales, Customer Service, Operations, and Finance to improve cash flow, reduce DSO, and balance revenue growth with credit risk.

Manages vendor pricing requests and quote submissions, develops financial and margin-impact models, analyzes competitive pricing, prepares executive business cases, and tracks approval, win/loss, and profitability metrics. Partners with Sales, Finance, Operations, vendors, and divisional leaders to improve pricing workflows, support negotiations, resolve data issues, and identify revenue and margin opportunities.

Manage the accounts payable and vendor returns/warranty functions, including invoice processing, reconciliations, payment planning, vendor relationships, controls, compliance, reporting, and audits. Lead and coach AP staff, establish KPI scorecards, monitor performance, resolve discrepancies and claims, and drive sustainable process improvements in a high-volume distribution environment.

The Territory Account Manager develops contractor relationships, grows sales and market share, manages an assigned territory, and acquires new customers. Responsibilities include consultative selling, pricing negotiation, sales forecasting, customer problem resolution, dealer development, vendor collaboration, and hosting industry events. The role requires frequent customer meetings, territory planning, CRM usage, sales presentations, and achievement of individual and regional sales goals.