Technical Support Specialist – HVAC, Bi-lingual French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver prompt, precise, and professional technical assistance through phone and email to contractors, end users, and distributor partners for a variety of products (e.g., residential HVAC, light commercial systems, VRF), ensuring an exceptional customer experience.

• Identify and resolve product issues across various product systems using structured troubleshooting steps.

• Analyze system feedback and operational data (e.g., error codes, fault histories, control board indicators, and reported performance conditions) to facilitate accurate issue identification.

• Employ GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or similar) to assess system data and pinpoint potential performance issues to aid in troubleshooting.

• Offer technical documentation and guidance, which includes wiring diagrams, submittals, capacity tables, installation instructions, and control configuration assistance.

• Support customers with installation, startup, and operational inquiries in a remote support environment, ensuring compliance with product specifications and best practices.

• Refer complex or unresolved issues to Product Specialists or Engineering teams, ensuring clear and comprehensive documentation of troubleshooting steps and findings.

• Work collaboratively across Service, Engineering, Manufacturing, and Parts teams to facilitate issue resolution and information exchange.

• Keep accurate and detailed case records, encompassing reported symptoms, diagnostic steps taken, data reviewed, and final resolution or escalation path.

• Exhibit self-motivated problem-solving by utilizing technical documentation, knowledge bases, and internal tools prior to escalation.

• Guarantee that case documentation enables cross-functional visibility and effective escalation.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 3 years of experience in HVAC installation, service, or technical support (residential and/or light commercial preferred).

• Proficient in using computer systems and standard business applications.

• Bi-lingual proficiency in English/Spanish or English/French (only required if hired for bi-lingual support).

🏝️ Benefits

• Competitive salary.

• Flexible working hours.

• Professional development opportunities.