Remote HVAC Product Support Specialist (Hybrid)

Rheem Manufacturing Company; Burnaby; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Rheem Manufacturing Company in Burnaby, BC is seeking a Product Support Specialist III to deliver expert technical support for commercial and residential customers and contractors. The role combines remote diagnostics with periodic fieldwork, focusing on boilers, heat pumps, water heaters, air handlers, and related components.

You will troubleshoot, interpret warranty information, document resolutions in the CRM, and draft guides to help customers move from issues to reliable solutions.

Qualifications

• Experience in field or customer service in refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Experience providing remote technical support and customer service.
• CRM experience preferred.
• Field wiring, programming, and commissioning experience are assets.

Responsibilities

• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Identify problems, troubleshoot errors, and explain and initiate repairs remotely.
• Support customers in interpreting warranty information.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Track requests, troubleshoot problems, document resolutions and determine warranty eligibility in CRM.
• Draft process documents and troubleshooting guides.
• Ensure full resolution and closure of tickets.
• Perform other duties as assigned.

Skills

Technical support

Diagnostics

Verbal & written comms

MS Office

CRM documentation

Problem solving

Team collaboration

Ownership

Education

Gas Fitter G1/2 or Class A/B (asset)

HVAC/Refrigeration Red Seal (asset)

Automotive Red Seal (asset)

Plumbing Red Seal (asset)

Tools

CRM software

MS Office

Job description

Rheem Manufacturing Company in Burnaby, BC is seeking a Product Support Specialist III to deliver expert technical support for commercial and residential customers and contractors. The role combines remote diagnostics with periodic fieldwork, focusing on boilers, heat pumps, water heaters, air handlers, and related components.

You will troubleshoot, interpret warranty information, document resolutions in the CRM, and draft guides to help customers move from issues to reliable solutions.