HVAC Technical Support Representative

Job Responsibility:

Overview We are seeking a dedicated and knowledgeable Technical Support Representative to join our team. In this role, you will be assisting our customers, providing exceptional technical services and support for various HVAC mechanical equipment that we sell in Atlantic Canada. Your expertise in troubleshooting and problem-solving will ensure that our clients receive timely and effective solutions, enhancing their overall experience with our products and services. Your system and product knowledge will also help select appropriate solutions for replacements or upgrades when appropriate for our clients needs.

Responsibilities

• Provide technical support to customers via phone, email, or chat, addressing inquiries related to equipment maintenance and warranty issues.
• Diagnose and resolve controls-related issues, ensuring minimal disruption to client operations
• Utilize ServiceM8 for tracking support tickets, documenting issues, and managing customer interactions effectively. Microsoft Office and learning to optimally use other Manufacturer Software is also required.
• Collaborate with Manufacturers and other members of the support and sales/administrative team to escalate complex technical problems when necessary.
• Maintain up-to-date knowledge of company products, services, and industry trends to provide accurate information to customers.
• Communicate clearly and effectively with clients to understand their needs and provide appropriate solutions.

Skills

• Proficiency in mechanical and controls troubleshooting techniques and methodologies.
• Strong understanding of HVAC and Refrigeration / Dehumidification principles and practices. A Trade Certification and Field Experience is Required.
• Familiarity with computer and software functionalities
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical users.
• Travel to Installation Locations and on-site Commissioning and Start-Up Assistance provided to Contractors and Operational Training given to Operators.
• Ability to work in an environment where there are challenges and conflicts that may be felt directly as a lead person to resolve problems, so organisation and attempting to collaborate with many different stakeholders holders requires a strong individual that is also highly self-motivated.

Join us as a Technical Support Representative where your skills will contribute significantly to our commitment to customer satisfaction through effective sales and technical support.

Job Type: Full-time

Pay: $28.00-$30.00 per hour

Expected hours: 35 per week

Additional pay:

• Commission pay

Benefits:

• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site parking
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Experience:

• Service and Installation: 5 years (preferred)

Licence/Certification:

• Trade / Certification (preferred)

Work Location: In person