Customer Experience & Technical Support Lead

Rheem Manufacturing; Burnaby; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading manufacturing company located in Burnaby is seeking a Product Support Manager. This role involves leading a high-performing technical support team and improving the customer experience. Ideal candidates will have extensive experience in the HVAC or related industries along with strong analytical skills and proven leadership in customer service and technical teams. Join us to enhance service levels and drive operational excellence.

Qualifications

• 10 years of technical service experience within the HVAC, appliance, or automotive industry.
• Minimum 5 years of Call Center, Customer Service/Technical Service, or Inside Sales experience in a supervisory role.
• Experience in Budgetary Development/Planning/Implementation.

Responsibilities

• Lead technical support team through coaching and development.
• Manage day-to-day service levels in the Support Center.
• Champion opportunities to improve customer experience and drive retention.

Skills

Technical service experience in HVAC, appliance, or automotive

Effective communication with leaders

Strong analytical and reasoning skills

Customer service and Call Center experience

Education

Technical plumbing certificate

Job description

A leading manufacturing company located in Burnaby is seeking a Product Support Manager. This role involves leading a high-performing technical support team and improving the customer experience. Ideal candidates will have extensive experience in the HVAC or related industries along with strong analytical skills and proven leadership in customer service and technical teams. Join us to enhance service levels and drive operational excellence.