HVAC Field Service & Technical Support Representative/Trainer

Job summary

The representative provides technical support and training to authorized service providers via multiple media channels while managing field service issues and quality reporting. They are also responsible for reviewing return authorizations, troubleshooting equipment, and creating technical content for internal and external systems.

Job details

Position Type: Full-Time, Permanent Department: Customer Care & Service Work Location: North York Office - 20 Norelco Drive, North York, ON M9L 2X6 Work Arrangement: Hybrid: 4 Days per Week On-Site Work Hours: Monday-Friday, 8AM-5PM At LG, we create Innovation for a Better Life. We design products and services that make life better, easier, and more enjoyable. Whether it’s through smart functionality, design, or innovative technology, our home appliances, including kitchen, laundry and lifestyle solutions, media entertainment products including televisions, sound bars, projectors, computer monitors and laptops, to cutting-edge business solutions in IT, digital signage, and HVAC, we’re driven by one simple idea: to make Life Good. As a global leader in consumer electronics, LG is committed not only to enriching the lives of our customers, but also to create rewarding experiences for our employees. We offer meaningful challenges, continuous learning opportunities, and a workplace culture that recognizes collaboration and rewards excellence. Across our global network, LG employees share a common mission: to bring the Life’s Good promise to our customers by creating a better life for people, and a better future for our planet through our smart life solutions. Our relentless drive for innovation, combined with our culture of challenge and change, enables us to lead in today’s dynamic market. At LG, Life’s Good. POSITION SUMMARY: Based from LG’s Canadian Head Office, the Field Service/Technical Support Representative/Trainer supports inbound calls from Authorized LG Service Centers by providing professional, training & technical support over multi forms of media (phone, email, published articles, etc.). This position supports LG’s strategic plan to provide high-quality in-home repair for our customers, while consistently improving the speed of repair. PRINCIPAL RESPONSIBILITIES: Handling inbound call volume from Authorized Service Providers at a national level Delivering high level of technical expertise to resolve problems in the field Reviewing and approving Return Authorization requests from authorized Service Providers Documenting and reporting field quality issues to HQ representative Providing technical support internally to different Business Units Testing / troubleshooting problem equipment in our Technical Support lab Supporting Parts inquiries from our Authorized Service Providers Article / video creation for publication on LG systems Manage / Update Service Channel Policy and KPI Account Management Handling Field Service Issues Training our Service Channel Required to be knowledgeable of and adhere to all applicable Health and Safety regulations, both legislatively mandated and as outlined in company policy. Additional duties as assigned KNOWLEDGE, SKILLS, AND ABILITIES: Minimum 5 years of experience servicing HVAC products including heat pumps Ability to read wiring diagrams Teaching experience would be an asset Following licenses are a definite asset: Refrigeration License 313D, minimum G2 (Gas Fitter 2 License) Intermediate knowledge of Microsoft Office applications Excellent communication skills (both verbal and written) Required to have and maintain a valid driver’s license with a clear Driver’s Abstract at all times Must have a High School diploma or equivalent and/or a Skilled Trade Certificate Must possess eagerness and passion to continually learn and evolve new technical skills Ability to communicate in French (verbal and written) is an asset Some travel may be required Note: This posting is for an existing vacancy. The expected base salary range for this position is $70,000-80,000. Actual total compensation may include variable incentive pay. The determination of an applicant's base salary is based on the applicant's skills, competencies, location, and unique qualifications. Artificial intelligence will be used in sourcing, reviewing and communicating with candidates for this position. This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits. Conditions of Employment: It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment. Equal Opportunity Employer: LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes. LG Electronics Canada, Inc. thanks all candidates for their interest, however, only those selected to continue in the process will be contacted.

What you’ll do

The representative provides technical support and training to authorized service providers via multiple media channels while managing field service issues and quality reporting. They are also responsible for reviewing return authorizations, troubleshooting equipment, and creating technical content for internal and external systems.

Requirements

Candidates must have at least 5 years of experience in HVAC servicing, including heat pumps, and the ability to interpret wiring diagrams. A high school diploma or equivalent, a valid driver's license, and relevant trade certifications such as a refrigeration license or G2 gas fitter license are required.

Benefits

• Competitive salary
• Excellent benefits

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Training · Preferred
• Account Management · Preferred
• Troubleshooting · Preferred
• Microsoft Office · Preferred
• Communication Skills · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• HVAC
• Heat pumps
• Technical support
• Troubleshooting
• Wiring diagrams
• Refrigeration license
• Gas fitter 2 license
• Microsoft office
• Communication skills
• Training
• Customer service
• Field service
• Technical documentation
• Account management
• Problem solving
• Authorization (Computing)
• Communication
• Key Performance Indicators (KPIs)
• Troubleshooting (Problem Solving)
• Technical Support
• Innovation
• Artificial Intelligence
• French Language
• Microsoft Office
• Continuous Development
• Customer Service
• Strategic Planning
• Account Management
• Valid Driver's License
• Health and Safety Regulatory Compliance
• Electronics
• Teaching
• Inbound Calls
• Digital Signage
• Field Service Management
• Wiring Diagram
• Computer Displays

Job areas

• Customer Service & Support
• Trades
• Engineering
• Technology
• HVAC Field Service Technician
• HVAC Mechanic / Installer
• Air Conditioning and Refrigeration Mechanics
• Heating, Air Conditioning, and Refrigeration Mechanics and Installers

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