Job

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Position: TECHNICAL CUSTOMER SERVICE REPRESENTATIVE - HVAC

Location: Mississauga, Ontario

 

Reports to: Engineering Supervisor - R&D and Service

Employment Type: Full Time

Category: Customer service (HVAC)

Industry: Commercial and Institutional HVAC

Compensation $48,000- $50,000 per year

Company Overview:

We are a company whose passion is to heat and cool the lives of our Customers for many generations to come. We pride ourselves on our family oriented and dedicated team environment. We are original equipment manufacturer (OEM) of heating and cooling equipment for the North American school, high-rise condominium, and hotel markets.

Our core values: Fair & Caring, Reliable & Accurate, Consistent & Curious.

We have an exciting opening for a Technical Customer Service Representative. Working under the guidance of the R&D and Service Supervisor, the Technical Customer  Service Representative will drive service success to improve customer satisfaction while increasing profitability. He/ She will be the primary point of contact for all service-related calls, including troubleshooting, service requests and part sales.

Responsibilities:

· Manage and coordinate all warranty and service requests

· Efficiently respond to inquiries over the phone while building positive relationships with customers

· Diagnose technical issues to determine an appropriate solution and course of action

· Prepare quotes for part sales

· Log, track and maintain all warranty and service and repair requests while following-up on all open tickets to ensure timely resolution

· Complete daily service reports and other reports as needed

· Responsible for maintaining equipment and service inventory

· Assist the Sales Team to develop new business opportunities by providing customer feedback

· Travel to client sites to resolve technical issues throughout North America (10%)

· Follow a “Safety First” Philosophy

· Other duties as assigned

Qualifications:

· Post Secondary Education or a combination of education and technical experience

· Electrical or mechanical background is considered an asset

· Hands-on approach to resolving technical issues

· Minimum one year of experience troubleshooting and providing technical support in a customer service environment

· Ability to read diagrams, schematics and distinguish colours

· Excellent computer skills with proficiency in Microsoft Office (Word, Excel, and Outlook)

· Excellent verbal and written communication skills with the ability to communicate with all levels

· Strong interpersonal skills to tactfully resolve issues

· Strong technical, analytical and problem-solving skills

· Good organizational and time management skills with the ability to handle multiple projects and meet deadlines

· Valid G driver’s license and the ability to travel throughout North America

· Ability to lift up to 50 lbs