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HVAC Technical Phone Support Representative at Airia Brands Inc
London, United Kingdom
Job Descrption
About Airia
Airia Brands inc. is part of the Zehnder Group AG, Switzerland a global leader in creating energy-efficient solutions for a healthy and comfortable indoor climate. Airia is the market leader in the manufacture and marketing of residential and commercial HVAC solutions including HRV (Heat Recovery Ventilators) and ERV (Energy Recovery Ventilators). We refresh the indoor air you breathe and exhaust the stale air for a healthier home environment.
Technical Support Representative - Ventilation
At our company, we believe in providing top-notch technical support to ensure seamless operations for our clients. We are dedicated to resolving technical issues promptly and efficiently, contributing to a positive customer experience.
Job Summary:
The Technical Support... Representative is to provide prompt, courteous and knowledgeable telephone technical assistance with IAQ ventilation units and troubleshooting to customers.
Essential Duties and Responsibilities:
• Assess, diagnose, and troubleshoot email and telephone service inquiries from Contractors, Sales Team, and Wholesalers.
• Document and keep updated reports from email and telephone inquiries from Contractors, Sales Teams, and Wholesalers.
• Follow up and make scheduled call backs to Contractors, Sales Team, and Wholesalers where necessary.
• Maintain professional relationships with Contractors, Sales Team, and Wholesalers.
• Ability to read diagrams, specifications sheets and schematics.
• Keeping up with the latest market conditions, products, building code changes, heating, ventilation, and air conditioning equipment.
• Document and keep organized and updated reports on return merchandise authorization (RMA) procedures including inspection, troubleshooting and testing of returned merchandise.
• Work closely with Engineering team to report on malfunction trends and determine issues by evaluating and analyzing symptoms.
• Assist the Engineering and Marketing team with spec sheets and brochures to ensure written literature is current and up to date.
• Organize ideas and communicate oral and written messages to appropriate team members.
• Demonstrate ability to communicate verbally and in writing within a moderate to fast paced environment.
• Demonstrate excellent organizational skills, accustomed to utilizing various mediums and software to complete tasks within a timely manner.
• Computer literacy and knowledge. Must be familiar with various internet-based platforms such as Google Drive, Microsoft Excel, and Outlook.
• Ability to take direction and work with a minimal amount of supervision.
Qualifications/Skills/Experience:
• Minimum of 1 year of relevant practical experience in ventilation.
• Excellent customer service skills, communication skills, both oral and written.
• Ability to take direction and work with a minimal amount of supervision.
• Knowledge of company products, their applications, and limitations.
• Inherent cost/price structures, acquired through several months of on-the-job training.
• Learning ability to acquire technical expertise regarding installation and operation.
• Numerical ability to make mathematical computations quickly and accurately for orders and estimates.
• Clerical perception to see pertinent detail in reference materials such as catalogues, manuals, and specifications.
• Make customers and their needs a primary focus, developing and sustaining productive customer relationships.
• Establishes proper courses of action to ensure that work is completed efficiently and on time/within proper time limits.
• Possess tact and judgement in dealing with difficult and demanding customers.
We thank all applicants; however, only the most qualified candidates will be contacted.
Job Types: Full-time, Permanent
Benefits:
• Disability insurance
• Profit sharing
• RRSP match
• Tuition reimbursement
Flexible language requirement:
• French not required
Schedule:
• 8 hour shift
• Day shift
• Monday to Friday
Experience:
• Customer service: 1 year (preferred)
Licence/Certification:
• CompTIA A+ (preferred)
Work Location: In person
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