Position: HVAC Technical Customer Service Representative

Location: Mississauga, Ontario

Reports to: Engineering Supervisor - R&D and Service

Employment Type: Full Time

Category: Customer Service

Industry: Commercial and Institutional HVAC

Compensation: $48,000 - $50,000 per year

Company Overview:

We are a company whose passion is to heat and cool the lives of our customers for many generations to come. We pride ourselves on our family-oriented and dedicated team environment. Temspec Inc. is an original equipment manufacturer (OEM) of heating and cooling equipment for the North American school, high-rise condominium, and hotel markets. Our core values: Fair & Caring, Reliable & Accurate, Consistent & Curious.

We have an exciting opening for a Technical Customer Service Representative. Working under the guidance of the R&D and Service Supervisor, the Technical Customer Service Representative will drive service success to improve customer satisfaction while increasing profitability. He/She will be the primary point of contact for all service-related calls, including troubleshooting, service requests, and part sales.

Responsibilities:

• Manage and coordinate all warranty and service requests.
• Efficiently respond to inquiries over the phone while building positive relationships with customers.
• Diagnose technical issues to determine an appropriate solution and course of action.
• Prepare quotes for part sales.
• Log, track, and maintain all warranty and service and repair requests while following up on all open tickets to ensure timely resolution.
• Complete daily service reports and other reports as needed.
• Responsible for maintaining equipment and service inventory.
• Assist the sales team to develop new business opportunities by providing customer feedback.
• Travel to client sites to resolve technical issues throughout North America (10%).
• Follow a “Safety First” Philosophy.
• Other duties as assigned.

Qualifications:

• Post-secondary education or a combination of education and technical experience.
• Electrical or mechanical background is considered an asset.
• Hands-on approach to resolving technical issues.
• Minimum one year of experience troubleshooting and providing technical support in a customer service environment.
• Ability to read diagrams, schematics, and distinguish colors.
• Excellent computer skills with proficiency in Microsoft Office (Word, Excel, and Outlook).
• Excellent verbal and written communication skills with the ability to communicate with all levels.
• Strong interpersonal skills to tactfully resolve issues.
• Strong technical, analytical, and problem-solving skills.
• Good organizational and time management skills with the ability to handle multiple projects and meet deadlines.
• Valid G driver's license with the ability to travel throughout North America.
• Ability to lift up to 50 lbs.