Technical Support Specialist - HVAC (Bi-lingual French/English)
New
Other CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, French
- Experience
- Minimum of 3 years
- Required Skills
- SalesforceMicrosoft Excel
Requirements
- High School Diploma or equivalent required
- Minimum of 3 years of experience in HVAC installation, service, or technical support (residential and/or light commercial preferred)
- Experience using computer systems and standard business applications
- Bi-lingual fluency in English/French
- Proficiency with case management systems (e.g., Salesforce or equivalent)
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- Applied technical knowledge of residential and light commercial HVAC systems, including system components, controls, and diagnostics
- Ability to work independently under general supervision to manage inbound technical support cases, prioritize workload, and support timely and accurate resolution
- Ability to effectively communicate technical information to contractors, distributors, and end users
- Ability to leverage case management systems and diagnostic tools to document cases and review system data
Responsibilities
- Provide timely, accurate, and professional technical support via phone and email to contractors, end users, and distributor partners for a range of products (e.g. residential HVAC, light commercial systems, VRF).
- Diagnose and troubleshoot product issues across product systems through structured resolution steps.
- Interpret system feedback and operating data (e.g., error codes, fault histories, control board indicators, and reported performance conditions) to support accurate issue identification.
- Utilize GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or equivalent) to review system data and identify potential performance issues to support troubleshooting.
- Provide technical documentation and guidance, including wiring diagrams, submittals, capacity tables, installation instructions, and control configuration support.
- Assist customers with installation, startup, and operational questions within a remote support environment.
- Escalate complex or unresolved issues to Product Specialists or Engineering teams, providing clear and thorough documentation of troubleshooting steps and findings.
- Collaborate cross-functionally with Service, Engineering, Manufacturing, and Parts teams to support issue resolution and information sharing.
- Maintain accurate and detailed case records, including reported symptoms, diagnostic steps performed, data reviewed, and final resolution or escalation path.
- Demonstrate self-directed problem-solving by leveraging technical documentation, knowledge bases, and internal tools prior to escalation.
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