HVAC Technical Support Representative

3 weeks ago

Saskatoon, Saskatchewan, Canada Refrigerative Supply Limited Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Refrigerative Supply Limited. As a key member of our technical support team, you will be responsible for providing expert technical support and training for our customers and contractors on ductless heat pump systems.

Key Responsibilities
  • Technical Support
    • Diagnose and resolve technical issues reported by customers and contractors.
    • Manage and track issues using our ticketing system.
    • Collect and analyze recorded data from technicians and customers to identify areas of concern.
    • Maintain accurate records of service activities and work performed.
    • Collaborate with manufacturers, the warranty department, and the branch manager regarding requests for unit replacement.
    • Participate in ongoing training sessions to stay current with industry trends and product updates.
    • Participate in team meetings and engage in manufacturer cadence calls to establish and enhance internal communication and collaboration.
    • 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 the warranty department, branch staff, and contractors.
  • Jobsite Visit
    • Obtain a filled-out jobsite request form from customers or contractors.
    • Conduct jobsite visits to assist contractors with troublesome jobs.
    • Complete 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 technical skills and product knowledge.
    • Collaborate with manufacturers to ensure product training sessions and certifications are up to date.
Requirements
  • Ability to travel.
  • Excellent knowledge of ductless systems design and application.
  • Minimum of 5 years of HVAC technical experience.
  • Journeyman certificate required or equivalent.
  • Demonstrated HVAC-related troubleshooting skills.
  • Demonstrated ability to influence the market at key levels.
  • Excellent initiative and interpersonal communication skills.
  • Provide excellent customer service.
  • Represent Refrigerative Supply Limited 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.
  • Ability to use a computer and all software provided by management and our suppliers.
What We Offer

We are committed to creating a dynamic and inclusive workplace culture. Our benefits package includes:

  • RSL is an entrepreneurial company - we don't micromanage.
  • Embark on a continuous development journey with access to $3,500 annually to invest in your professional growth.
  • 3 weeks vacation.
  • 3 personal obligation days.
  • Wellness Account.
  • Rich benefits package.
  • Pension plan.
  • 24/7 Employee Assistance Program.

We are an equal opportunity employer and are committed to creating and maintaining an inclusive and accessible workplace. We thank all applicants for their interest; however, only those selected will be contacted.

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