Hybrid HVAC Technical Support Specialist II

IBC Technologies Canada; Burnaby; Hybrid; CAD 52,000 - 70,000; Full time

Job summary

IBC Technologies Canada is seeking a Technical Support Specialist in Burnaby for a hybrid role, providing diagnostics and resolutions for boiler, heat pump, water heater, and related equipment to commercial and residential clients.

You will leverage HVAC hands-on experience and CRM skills to support contractors and customers, with a mix of in-office and at-home work, and training leading to in-person engagements.

Qualifications

• Hands-on experience in HVAC, boilers, hydronics, plumbing, or mechanical systems troubleshooting.
• Experience supporting contractors and customers.
• Excellent written and verbal communication skills.

Responsibilities

• Provide verbal and written technical assistance for service, installation, repair and general product questions.
• Identify problems, troubleshoot, and guide repairs via phone and email.
• Support customers with warranty information interpretation.
• Coordinate return/replacement of malfunctioning items for repair.
• Track requests, assess inventory, document resolutions, and determine warranty eligibility in CRM.
• Draft process documents and troubleshooting guides.
• Ensure complete closure of tickets.
• Perform other duties as assigned.

Skills

HVAC knowledge

Technical troubleshooting

CRM proficiency

MS Office

Verbal communication

Written communication

Team collaboration

Problem solving

Time management

Technical reading

Tools

CRM software

MS Office

Job description

IBC Technologies Canada is seeking a Technical Support Specialist in Burnaby for a hybrid role, providing diagnostics and resolutions for boiler, heat pump, water heater, and related equipment to commercial and residential clients.

You will leverage HVAC hands-on experience and CRM skills to support contractors and customers, with a mix of in-office and at-home work, and training leading to in-person engagements.