Job Description

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

Responsibilities

• 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 but not required.
• HVAC and Refrigeration Red Seal is an asset but not required.
• Automotive Red Seal is an asset but not required.
• Plumbing Red Seal is an asset but not required.

Work Experience:

• Prior experience providing field or customer service in one or more of the following sectors: refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Prior experience providing remote technical support and customer service.
• Prior experience in 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.

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