The Opportunity:Scope of the positionAs a VRF & Ductless Technical Support member, you will perform technical support & training that includes the installation, maintenance, and repair of ductless heat pump systems. You will respond to customer inquiries and service requests promptly and professionally. Additionally, you will collaborate with the technical support lead/trainer for ongoing training and skill development.
Duties and ResponsibilitiesTechnical Support- Diagnose and resolve technical issues reported by customers.
- Manage and track issues using the provided ticketing system.
- Collect and analyze recorded data from technicians and customers to identify areas of concern.
- Maintain accurate records of service activities, work performed.
- Collaborate with manufacturers, the warranty department, and the branch manager regarding requests for unit replacement. Escalate to the Lead Technician for approval when necessary.
- Participate in ongoing training sessions to stay current with industry trends and product updates.
- Participate in team meetings, uphold consistent communication, and engage in manufacturer cadence calls to establish and enhance internal communication and collaboration effectively.
- 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 Warranty Department, Branch staff, and Contractors.
Jobsite Visit- Obtain a filled-out jobsite request form from customer or contractor.
- Conduct jobsite visits to assist contractor with troublesome jobs.
- Completed 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 your technical skills and product knowledge.
- Collaborate with manufacturers to ensure your product training sessions and certifications are up to date.
Competencies and Qualifications- Ability to travel.
- Must have excellent knowledge of Ductless systems design and application.
- Minimum of 5 years of HVAC technical experience.
- Journeyman certificate required or equivalent.
- Must have demonstrated HVAC-related troubleshooting skills.
- Demonstrated ability to influence the market at key levels.
- Excellent initiative, and interpersonal communication skills.
- Provide excellent customer service.
- Always represent Refrigerative Supply 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.
- Must be able to use a computer and all software (web-based or otherwise) provided by management and our suppliers. Examples include Microsoft Office and PowerPoint presentations, manufacturer/supplier programs, and websites.
About Us:The target salary range for this position is
$85,000 -$100,000 per annum. The pay range for this position is a general guideline only. The salary will depend on internal pay equity and the candidate's relevant skills, experience, qualifications, and job market data.
It's not all about work. That's why we support and recognize our team members with a range of benefits:
- RSL is an entrepreneurial company - we don't micromanage.
- Embark on a continuous development journey. You have access to $3,500 annually to invest in your professional growth.
- Annual Bonus Program
- Vacation entitlement starting at three (3) weeks annually, with incremental increases based on years of service, up to a maximum of six (6) weeks.
- 3 personal obligation days.
- Wellness Account.
- Stay healthy with our rich benefits package.
- Protect your future with our Registered Retirement Savings Plan.
- Access a 24/7 Employee Assistance Program.
