Heating Support Specialist Jobs

If you have prior HVAC/Gasfitting/Plumbing/Automotive experience and wish to transition into an office role with flexible work-from-home options, this is the perfect opportunity for you.

About Us

IBC Technologies Canada is a leading manufacturer of high-efficiency boilers and water heaters for residential and commercial use in North America. As a proud member of the Rheem Manufacturing Company's family of brands, we are committed to bringing reliable comfort into people's lives while working towards a more sustainable future. Since 1995, IBC has been at the forefront of innovation in the heating industry.

At IBC, we are dedicated to creating lasting, positive change in people and the environment. We strive to be the leader in energy-efficient water heating and the solution of choice for our customers. Our team is passionate, inclusive, and respectful, and we strive daily to embody our core values. Accountability, integrity, quality of work and interactions, openness, and teamwork define who we are at IBC, and we attribute our success to the strength of these values.

Position Title

Heating Support Specialist

Position Summary

The Heating Support Specialist provides technical support for commercial and residential customers and contractors. The role will be primarily remote but may need to engage in fieldwork at times, offering diagnostics and resolutions for a range of post-sale issues, including but not limited to boiler installation and service, heat pumps, tankless water heaters, air handlers, heat exchangers, and parts replacement.

Schedule: Monday to Friday, 8 am to 4:30 pm. However, a 6:00 AM start may be needed at times. May occasionally require weekends and holidays.

Work Arrangement: Hybrid

Reporting to: Manager, Customer Experience

Essential Functions

• Track requests, troubleshoot problems, assess parts or spare inventory, document resolutions and determine warranty eligibility on CRM.
• Identify problems, troubleshoot errors, and explain and initiate the repairs process, both remotely and in person.
• Performs other duties as assigned.
• Arrange for malfunctioning or defective items to be returned for repair or replacement.
• Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.
• Support customers in the interpretation of warranty information.
• Drafting process documents and troubleshooting guides.
• Ensure full resolution and conclusion of tickets.

Qualifications

Education and Certificates:

• Gas Fitter G1/2 or Class A/B
• HVAC and Refrigeration Red Seal
• Automotive Red Seal
• Plumbing Red Seal

Work Experience:

• Prior experience providing field service in one or more of the following trades; refrigeration, hydronic heating, HVAC, home appliances or automotive.
• Prior experience maintaining extensive customer records on CRM.
• Experience in performing field wiring, programming, and commissioning of boilers/heating equipment/parts is an asset.
• Prior experience providing remote technical support and customer service.

Knowledge, Skills, & Abilities:

• Demonstrated ability to work well with others in a matrix team environment.
• Demonstrated ownership.
• Ability to read, write, and comprehend technical instructions, short correspondence, technical documentation and memos.
• Mechanically inclined.
• Advanced proficiency in CRM.
• Ability to see cases and tickets through to their conclusion.
• Ability to manage time on tickets efficiently.
• Excellent customer service skills.
• Excellent problem-solving skills for technical products.
• Working proficiency in MS Office Suites.
• Excellent verbal and written communication skills.
• Meticulous in nature, with a strong focus on accuracy.

Apply

We want to hear from you if you think there is a fit! To apply, please email your application to [email protected] with the job title in the subject line.