Technical Services Representative

Viessmann Climate Solutions; City of Langley; Hybrid; CAD 33,000 - 83,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Time off and leave

Disability insurance

Life Insurance

Job summary

Viessmann is seeking a sophisticated, solutions-oriented Technical Services Representative to elevate our technical support operations across the USA and Canada. The role is based in Langley, BC with a hybrid schedule (3 days in the office, 2 days at home) and uses Salesforce Service Cloud and SAP to guide customers and field contractors through complex troubleshooting.

You will collaborate with Product Engineering on quality initiatives and contribute to regional technical training and

Qualifications

• High School Diploma or GED.
• 1+ years of technical troubleshooting or technical customer service.
• 1+ years of HVAC or technical industry experience in technical support, field service, installation, or maintenance.
• Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology (preferred).
• Read and comprehend piping and wiring diagrams (preferred).
• Ability to work with multimeters, manometers, combustion analyzers, and other common technical tools (preferred).
• HVAC systems analysis experience (preferred).
• Strong English written and verbal communication skills (preferred).
• Teamwork and independent work ability (preferred).
• Proficiency with Microsoft Office and Salesforce/SAP (preferred).
• Analytical thinking and diagnostic problem-solving skills (preferred).
• Customer service skills (preferred).

Responsibilities

• Provide customer service/technical support for Viessmann boilers, burners, controls, components, water heaters, air-handling units and heat pumps.
• Document customer interactions/technical support in Salesforce Service Cloud CRM.
• Provide technical support to internal/external customers through calls and email.
• Use Salesforce/SAP to guide and assist contractors with troubleshooting and issue resolution.
• Assist in repair protocols and accurate service records and reports.
• Report product service issues to Product Engineering.
• Assist in development/delivery of seminars, webinars, hands-on product training, videos and workshops for customers.

Skills

Technical troubleshooting

HVAC experience

Customer service

English communication

Piping diagrams

Electrical diagrams

Education

High School Diploma or GED

Technical college/engineering technology focus

Tools

Salesforce Service Cloud

SAP

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media @Carrier.

Viessmann

Viessmann is a global leader in sustainable climate and energy solutions, focused on creating living spaces for future generations. Currently, as part of the Carrier Group, Viessmann combines innovative technologies with a strong commitment to environmental protection, promoting sustainable development and comfort. With a comprehensive portfolio that includes heating, cooling, ventilation, and energy systems, Viessmann serves residential, commercial, and industrial markets worldwide. The company continues to shape the future of energy efficiency through intelligent, integrated solutions that foster sustainability and comfort.

About This Role

Viessmann is seeking a sophisticated, solutions-oriented Technical Services Representative to elevate our technical support operations and drive customer excellence across the USA and Canada. Operating under a flexible hybrid work model (3 days per week in the office and 2 days per week at home) based out of our Langley, BC office, this high-impact role offers an opportunity to serve as a strategic subject matter expert for our industry-leading climate comfort solutions. In this position, you will leverage advanced enterprise platforms—including Salesforce Service Cloud and SAP—to guide customers and field contractors through complex troubleshooting, collaborate directly with Product Engineering on quality initiatives, and actively contribute to the development of regional technical training and webinars.

Key Responsibilities

• Provide customer service/technical support for Viessmann commercial and residential boilers, burners, controls, components, indirect fired water heaters, air-handling units and heat pumps.
• Document customer interactions/technical support in Salesforce Service Cloud CRM
• Provide technical support to internal/external customers through call center calls, and email.
• Use Salesforce/SAP to guide and assist contractors with knowledge-based troubleshooting, advising and resolving field issues.
• Assist in repair protocols/procedures including accurate service records and reports.
• Report product service issues to Product Engineering.
• Assist in the development/delivery of seminars, webinars, hands-on product training, short technical videos and workshops for internal/external customers.

Basic Qualifications

• High School Diploma or GED
• 1+ years of experience in technical troubleshooting or technical customer service
• 1+ years of HVAC or technical industry experience in technical support, field service, installation, or maintenance

Preferred Qualifications

• Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology
• Read and comprehend piping and wiring diagrams
• Work with multimeters, manometers, combustion analyzers, and other common technical tools
• HVAC systems analysis experience
• Effective English written and verbal communication skills
• Ability to work in a team and to promote team work
• Computer skills, Microsoft PowerPoint, Office applications and/or Google applications, Salesforce and SAP
• Analytical thinking, inspection and diagnostic focused problem-solving skills.
• Customer service skills
• Communicate professional and effectively with customers and team-members
• Work independently, personable, and enjoys interacting with people

Additional Information

• Unrestricted authorization to work in Canada.
• No visa sponsoring available.

Pay Range

The expected base salary range for this role is between $33,000.00 CAD - $83,000.00 CAD annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence. Additional benefits may include insured benefits such as health care, vision, dental, disability, as well as possible retirement contributions. The pay range will not be below the minimum wage applicable to the province in which the applicant is to be employed.

Other Compensation

This rolemayalso provide the opportunity to earn additional incentive compensation in the form of annual bonus, sales bonus, sales commission or local incentive. If the role provides for an opportunity to earn additional incentive compensation, it will be based on measurable performance factors which may includecompany performance, individual performance or other key performance indicators.

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.

Benefits

Employees are eligible for benefits, including:

• Medical, Dental
• Retirement Benefits
• Time off and Leave
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tuition Assistance

Benefits are available to eligible full-time employees and may vary based on provincial or local requirements and other eligibility factors, including date of hire and the terms of any applicable collective bargaining agreement.

Carrier Accommodations Process

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Current Vacancy Identification

This is a current vacancy for which Carrier is currently hiring.

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