Heating Support Specialist

3 weeks ago

Burnaby, Canada IBC Technologies Canada Full time

**About Us**

IBC Technologies Inc. is a leading manufacturer of high-efficiency boilers and water heaters for residential and commercial use in North America and a proud member of the Rheem Manufacturing Company family of brands. For over 25 years, IBC has been at the forefront of innovation in the heating industry.

Here at IBC, we operate on the basis of accountability, integrity, quality, openness, and teamwork. The strength of these values is apparent in our team members, who strive to live them every day. It is this culture that has allowed us to exceed customer expectations, outperform our competitors, build strong relationships and above all, have fun doing it with a lot of great people

**Position Summary**

The **Heating Support Specialist **provides technical support for commercial and residential customers and contractors. The role will be primarily remote but may need to engage in fieldwork at times, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

**Schedule**: Monday to Friday, 8 am to 4:30 pm. However, a 6:00 AM start may be needed at times. May occasionally require weekends and holidays.

**Work Arrangement**: Hybrid

**Reporting to**: Manager, Customer Experience

**Essential Functions**
- Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
- Identify problems, troubleshoot errors, and explain and initiate the repairs process, both remotely and in person.
- Support customers in the interpretation of warranty information.
- Arrange for malfunctioning or defective items to be returned for repair or replacement.
- Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.
- Drafting process documents and troubleshooting guides.
- Ensure full resolution and conclusion of tickets.
- Performs other duties as assigned.

**Qualifications**

Education and Certificates:

- Gas Fitter G1/2 or Class A/B
- HVAC and Refrigeration Red Seal
- Automotive Red Seal
- Plumbing Red Seal

Work Experience:

- Prior experience providing field service in one or more of the following trades; refrigeration, hydronic heating, HVAC, home appliances or automotive.
- Prior experience providing remote technical support and customer service.
- Prior experience maintaining extensive customer records on CRM.
- Experience in performing field wiring, programming, and commissioning of boilers/heating equipment/parts is an asset.

**Knowledge, Skills, & Abilities**:

- Excellent customer service skills.
- Mechanically inclined.
- Excellent verbal and written communication skills.
- Meticulous in nature, with a strong focus on accuracy.
- Advanced proficiency in CRM.
- Working proficiency in MS Office Suites.
- Demonstrated ability to work well with others in a matrix team environment.
- Ability to see cases and tickets through to their conclusion.
- Demonstrated ownership.
- Ability to manage time on tickets efficiently.
- Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
- Excellent problem-solving skills for technical products.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Application question(s):

- Do you have the following license or certification: Gas Fitter (Apprentice, Journeyman, Master) License?
- Do you have experience providing field service in any of the following trades: refrigeration, hydronic heating, HVAC, home appliances or automotive
- How many years of Customer Service/Support experience do you currently have? How many years of technical support do you have?
- What are your salary expectations?

Work Location: Hybrid remote in Burnaby, BC

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