Bilingual Technical Consultant, HVAC

Napoleon; Barrie; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in HVAC solutions seeks a Bilingual Technical Consultant to deliver exceptional customer support. The role involves handling inquiries, troubleshooting installations, and maintaining detailed documentation within CRM systems. Ideal candidates will have HVAC experience, relevant certifications, and strong interpersonal skills. Join a dedicated team committed to quality service and continuous improvement in the HVAC industry.

Qualifications

• 2-3 years HVAC Field Service and installation experience.
• Experience in a HVAC system manufacturing environment preferred.
• Proficient in Customer Service Software and Data Management.

Responsibilities

• Respond to technical inquiries and identify root causes.
• Document interactions in CRM and track quality issues.
• Maintain relationships with customers and internal teams.

Skills

Customer Service

Technical Experience

Education

G2 Gas Technician Certificate

313D (Residential Air Conditioning Certificate)

Tools

Microsoft Office

Dynamics 365

Salesforce

Job description

Title: Bilingual Technical Consultant, HVAC

Reports to: Technical Manager

Job Purpose: Provide a World Class Customer Experience as per corporate guidelines/objectives to existing and new customer base. Handle all inbound inquiries (phone, email, chat, social media etc.) with accuracy and professionalism. Process parts & replacement parts orders as necessary. Provide technical support to dealers and service technicians, general maintenance & troubleshooting guidance to customers while documenting relevant information into designated CRM database(s) as required. Process replacement & parts orders as necessary. Identify manufacturing and design issues through the appropriate channels.

Key Responsibilities and Accountabilities:

• Respond to 1st level technical inquires by identifying root cause of an issue such as installation or mechanical problems experienced by our Installers/ Customers.
• Provide detailed resolutions. Visualize and troubleshoot any problems that a consumer or service technician may run into (installations or mechanical problem on equipment already installed).
• Document relevant case (emails/calls) information in CRM to facilitate next steps.
• Report necessary revisions to replacement parts manuals, maintain support documents as required, report issues with product websites and provide recommendations to ensure site it up to date.
• Accumulate and share product information with other team members.
• Identify and track potential product quality issues and report those (Quality Audit).
• Enter information in product returns systems and follow up with Customers as required to ensure product is returned for internal inspection and cause of failure identified.
• Report inspection findings to Customers to eliminate future re-occurrence (results from Return Authorization inspection).
• Complete required internal (NED) product training
• Build and maintain relationships with Customers, Account Executives and other internal teams.
  
  

Education and Experience:

Minimum Years of Experience: 2-3 years HVAC Field Service and installation experience or equivalent. Experience in a HVAC system manufacturing environment would be an asset. 0- 2 years working experience in this role.

Certifications Required: Minimum G2 Gas Technician Certificate and 313D (Residential Air Conditioning Certificate).

Computer Software Requirement: Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Customer Service Software, ERP/CRM Data Management (Dynamics 365, Talkdesk and Salesforce are preferred).

Specialized Skills: Customer Service, Technical Experience relevant to HVAC product installation and service.