VRF & Ductless Technical Support Representative

4 weeks ago

Edmonton, Alberta, Canada Refrigerative Supply Limited Full time

RSL'S story:
Refrigerative Supply Limited is a family business owned by Alison Hamilton and Linda Gibbs. The business was founded by Peter Gibbs' and Alison Hamilton's parents, Jack and Elizabeth Gibbs. In 1949 they acquired the four-year-old Vancouver branch of an American-based company. From this modest beginning, the Company now has a Head Office in Burnaby, Eighteen Branches, and Four Distribution Centers spread across Western Canada. We are committed to remaining a family business and are proud to have the third generation working in the business. The company's mantra is to 'inspire excellence and trust' by providing creative solutions and unrivaled experiences, in-store and online, that make RSL the choice for customers, suppliers, and employees at every location. For more information, please visit:

RSL Mission
Our purpose is to provide the highest quality HVAC and Refrigeration experience in Canada.

RSL Vision
To be the environment that inspires excellence and trust within our community.

RSL Values
Gracious, Collaborative, Courageous, Innovative, Community Focused, and Exceptional Experience.

The Opportunity:

Scope of the position

As a VRF & Ductless Technical Support member, you will perform technical support & training that includes the installation, maintenance, and repair of ductless heat pump systems. You will respond to customer inquiries and service requests promptly and professionally. Additionally, you will collaborate with the technical support lead/trainer for ongoing training and skill development.

Duties and Responsibilities

Technical Support

  • Diagnose and resolve technical issues reported by customers.
  • Manage and track issues using the provided ticketing system.
  • Collect and analyze recorded data from technicians and customers to identify areas of concern.
  • Maintain accurate records of service activities, work performed.
  • Collaborate with manufacturers, the warranty department, and the branch manager regarding requests for unit replacement. Escalate to the Lead Technician for approval when necessary.
  • Participate in ongoing training sessions to stay current with industry trends and product updates.
  • Participate in team meetings, uphold consistent communication, and engage in manufacturer cadence calls to establish and enhance internal communication and collaboration effectively.
  • Review recorded Data from contractors with RSL lead tech support staff.

Warranty Support

  • Collect all required data and information on Ductless unit replacement requests working with Warranty Department, Branch staff, and Contractors.

Jobsite Visit

  • Obtain a filled-out jobsite request form from customer or contractor.
  • Conduct jobsite visits to assist contractor with troublesome jobs.
  • Completed a comprehensive jobsite report (including pictures, recommendations, and conclusion)

Customer Satisfaction

  • Ensure timely and effective resolution of customer issues to enhance overall satisfaction.
  • Provide clear and concise communication to customers regarding service processes and timelines.

Training and Development

  • Participate in regular training sessions to enhance your technical skills and product knowledge.
  • Collaborate with manufacturers to ensure your product training sessions and certifications are up to date.

Skills and Qualifications

  • Ability to travel.
  • Must have excellent knowledge of Ductless systems design and application.
  • Minimum of 5 years of HVAC technical experience.
  • Journeyman certificate required or equivalent.
  • Must have demonstrated HVAC-related troubleshooting skills.
  • Demonstrated ability to influence the market at key levels.
  • Excellent initiative, and interpersonal communication skills.
  • Provide excellent customer service.
  • Always represent Refrigerative Supply in a professional manner.
  • Understand basic inventory, warehousing, and stocking procedures.
  • Ability to handle multiple tasks, energetic and self-motivated.
  • Work efficiently in a fast-paced work environment.
  • Must be able to use a computer and all software (web-based or otherwise) provided by management and our suppliers. Examples include Microsoft Office and PowerPoint presentations, manufacturer/supplier programs, and websites.

What we offer:

It's not all about work. That's why we support and recognize our team members with a range of benefits:

• RSL is an entrepreneurial company - we don't micromanage.

• Embark on a continuous development journey. You have access to $3,500 annually to invest in your professional growth.

• 3 weeks vacation.

• 3 personal obligation days.

• Wellness Account.

• Stay healthy with our rich benefits package.

• Protect your future with our Pension plan.

• Access a 24/7 Employee Assistance Program.

Refrigerative Supply Limited is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. We would like to thank all applicants for their interest; however, only those selected will be contacted.

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