Product Support Specialist Level 3

IBC Technologies Canada (a Rheem brand) is a leading manufacturer of high-efficiency boilers and water heaters for residential and commercial use in North America. As a proud member of the Rheem Manufacturing Company's family of brands, we are committed to bringing reliable comfort into people's lives while working towards a more sustainable future. Since 1995, IBC has been at the forefront of innovation in the heating industry.

At IBC, we are dedicated to creating lasting, positive change in people and the environment. We strive to be the leader in energy-efficient water heating and the solution of choice for our customers. Our team is passionate, inclusive, and respectful, and we strive daily to embody our core values. Accountability, integrity, quality of work and interactions, openness, and teamwork define who we are at IBC, and we attribute our success to the strength of these values.

**Position Title**

Product Support Specialist III

**Position Summary**

The Product Support Specialist III 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 is an asset
- HVAC and Refrigeration Red Seal is an asset
- Automotive Red Seal is an asset
- Plumbing Red Seal is an asset

Work Experience:

- Prior experience providing field or customer 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

Pay: $75,000.00-$85,000.00 per year

**Benefits**:

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

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- HVAC customer support: 1 year (preferred)
- Hydronic heating customer support: 1 year (preferred)

Work Location: Hybrid remote in Burnaby, BC V5J 5M8