Bilingual Technical Consultant, HVAC

Wolf Steel Ltd; Barrie; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in HVAC is seeking a Bilingual Technical Consultant to provide exceptional customer service and technical support to clients. The ideal candidate will have experience in HVAC field service, hold required certifications, and exhibit strong problem-solving skills. Join a dynamic team focused on delivering outstanding customer experiences while managing technical inquiries and product issues effectively.

Qualifications

• Minimum 2-3 years HVAC Field Service and installation experience or equivalent.
• Experience in a HVAC system manufacturing environment is an asset.
• Proficient in Customer Service Software and ERP/CRM Data Management.

Responsibilities

• Respond to technical inquiries and troubleshoot issues.
• Document interactions in CRM to facilitate follow-up.
• Build and maintain relationships with Customers and internal teams.

Skills

Customer Service

Technical Experience

Education

G2 Gas Technician Certificate

313D Residential Air Conditioning Certificate

2-3 years HVAC Field Service experience

Tools

Microsoft Office

Dynamics 365

Salesforce

Talkdesk

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.