VRF & Ductless Technical Support Representative

Refrigerative Supply Limited; Nanaimo; On-site; CAD 85,000 - 100,000; Full time

Job summary

A family-owned HVAC company located in Nanaimo is seeking a VRF & Ductless Technical Support member. The role involves providing technical support for ductless heat pump systems, diagnosing customer issues, and ensuring high customer satisfaction. Candidates should have at least 5 years of HVAC experience and a Journeyman certificate, along with strong communication skills and the ability to travel for jobsite visits. A competitive salary and extensive benefits are offered.

Benefits

Annual bonus program

3 weeks vacation

Wellness account

Pension plan

Professional development funding

Qualifications

• 5+ years of HVAC technical experience is required.
• Must have excellent knowledge of Ductless systems design and application.
• Must be able to travel for jobsite visits.
• Demonstrated ability to influence the market at key levels.

Responsibilities

• Provide technical support and training for ductless heat pump systems.
• Diagnose and resolve technical issues reported by customers.
• Conduct jobsite visits to assist contractors with installations.
• Ensure timely resolution of customer issues for better satisfaction.

Skills

Ductless systems design

HVAC troubleshooting skills

Interpersonal communication

Customer service

Technical support

Ability to work in fast-paced environment

Education

Journeyman certificate or equivalent

Tools

Microsoft Office

Job description

RSL’S story: Refrigerative Supply Limited is a family business owned by Alison Hamilton and Linda Gibbs. The business was founded by Peter Gibbs' and Alison Hamilton's parents, Jack and Elizabeth Gibbs. In 1949 they acquired the four-year-old Vancouver branch of an American-based company. From this modest beginning, the Company now has a Head Office in Burnaby, Nineteen Branches and Four Distribution Centers. We are committed to remaining a family business and are proud to have the third generation working in the business. The company's mantra is to ‘inspire excellence and trust’ by providing creative solutions and unrivalled experiences, in-store and online, that make RSL the choice for customers, suppliers, and employees at every location. For more information, please visit:

RSL Mission Our purpose is to provide the highest quality HVAC and Refrigeration experience in Canada.

RSL Vision To be the environment that inspires excellence and trust within our community.

RSL Values Gracious, Collaborative, Courageous, Innovative, Community Focused and Exceptional Experience

Great Place to Work At RSL, we pride ourselves on fostering a dynamic and inclusive workplace culture. Our commitment to excellence and employee satisfaction has been recognized with the prestigious “Great Place to Work” certification for four consecutive years. This accolade reflects our dedication to creating an environment where every team member feels valued, supported, and empowered to achieve their best.

The Opportunity:

Locations : Vancouver and Vancouver Island

Must have excellent knowledge of Ductless systems design and application as well as minimum of 5 years of HVAC technical experience.

Scope of the position As a VRF & Ductless Technical Support member, you will perform technical support & training that includes the installation, maintenance, and repair of ductless heat pump systems. You will respond to customer inquiries and service requests promptly and professionally. Additionally, you will collaborate with the technical support lead/trainer for ongoing training and skill development.

Duties and Responsibilities

• Technical Support
  • Diagnose and resolve technical issues reported by customers.
  • Manage and track issues using the provided ticketing system.
  • Collect and analyze recorded data from technicians and customers to identify areas of concern.
  • Maintain accurate records of service activities, work performed.
  • Collaborate with manufacturers, the warranty department, and the branch manager regarding requests for unit replacement. Escalate to the Lead Technician for approval when necessary.
  • Participate in ongoing training sessions to stay current with industry trends and product updates.
  • Participate in team meetings, uphold consistent communication, and engage in manufacturer cadence calls to establish and enhance internal communication and collaboration effectively.
  • Review recorded Data from contractors with RSL lead tech support staff.
• Warranty Support
  • Collect all required data and information on Ductless unit replacement requests working with Warranty Department, Branch staff, and Contractors.
• Jobsite Visit
  • Obtain a filled-out jobsite request form from customer or contractor.
  • Conduct jobsite visits to assist contractor with troublesome jobs.
  • Completed a comprehensive jobsite report (including pictures, recommendations, and conclusion)
• Customer Satisfaction
  • Ensure timely and effective resolution of customer issues to enhance overall satisfaction.
  • Provide clear and concise communication to customers regarding service processes and timelines.
• Training and Development
  • Participate in regular training sessions to enhance your technical skills and product knowledge.
  • Collaborate with manufacturers to ensure your product training sessions and certifications are up to date.
• Skills and Qualifications
  • Ability to travel.
  • Must have excellent knowledge of Ductless systems design and application.
  • Minimum of 5 years of HVAC technical experience.
  • Journeyman certificate required or equivalent.
  • Must have demonstrated HVAC-related troubleshooting skills.
  • Demonstrated ability to influence the market at key levels.
  • Excellent initiative, and interpersonal communication skills.
  • Provide excellent customer service.
  • Always represent Refrigerative Supply in a professional manner.
  • Understand basic inventory, warehousing, and stocking procedures.
  • Ability to handle multiple tasks, energetic and self‑motivated.
  • Work efficiently in a fast‑paced work environment.
  • Must be able to use a computer and all software (web‑based or otherwise) provided by management and our suppliers. Examples include Microsoft Office and PowerPoint presentations, manufacturer/supplier programs, and websites.

What we offer:

The target salary range for this position is $85,000 - $100,000 CAD. The pay range for this position is a general guideline only. The salary will depend on internal pay equity and the candidate's relevant skills, experience, qualifications, and job market data.

It's not all about work. That's why we support and recognize our team members with a range of benefits:

• RSL is an entrepreneurial company - we don't micromanage
• Embark on a continuous development journey. You have access to $3,500 annually to invest in your professional growth.
• Annual Bonus Program
• 3 weeks vacation
• 3 personal obligation days
• Wellness Account
• Stay healthy with our rich benefits package
• Protect your future with our Pension plan
• Access a 24/7 Employee Assistance Program.

Refrigerative Supply Limited is an equal‑opportunity employer. We prohibit discrimination based on age, color, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. We would like to thank all applicants for their interest; however, only those selected will be contacted.