VRF & Ductless Technical Support Representative

Job Description

Job Description

RSL’S story :

Refrigerative Supply Limited is a family business owned by Alison Hamilton and Linda Gibbs. The business was founded by Peter Gibbs' and Alison Hamilton's parents, Jack and Elizabeth Gibbs. In 1949 they acquired the four-year-old Vancouver branch of an American-based company. From this modest beginning, the Company now has a Head Office in Burnaby, Nineteen Branches and Four Distribution Centers. We are committed to remaining a family business and are proud to have the third generation working in the business. The company's mantra is to ‘inspire excellence and trust’ by providing creative solutions and unrivalled experiences, in-store and online, that make RSL the choice for customers, suppliers, and employees at every location. For more information, please visit :

RSL Mission

Our purpose is to provide the highest quality HVAC and Refrigeration experience in Canada.

RSL Vision

To be the environment that inspires excellence and trust within our community.

RSL Values

Gracious, Collaborative, Courageous, Innovative, Community Focused and Exceptional Experience

Great Place to Work

At RSL, we pride ourselves on fostering a dynamic and inclusive workplace culture. Our commitment to excellence and employee satisfaction has been recognized with the prestigious “ Great Place to Work ” certification for four consecutive years. This accolade reflects our dedication to creating an environment where every team member feels valued, supported, and empowered to achieve their best.

The Opportunity :

Locations : Vancouver and Vancouver Island

Must have excellent knowledge of Ductless systems design and application as well as minimum of 5 years of HVAC technical experience.

Scope of the position

As a VRF & Ductless Technical Support member, you will perform technical support & training that includes the installation, maintenance, and repair of ductless heat pump systems. You will respond to customer inquiries and service requests promptly and professionally. Additionally, you will collaborate with the technical support lead / trainer for ongoing training and skill development.

Duties and Responsibilities

Technical Support

Diagnose and resolve technical issues reported by customers.

• Manage and track issues using the provided ticketing system.
• Collect and analyze recorded data from technicians and customers to identify areas of concern.
• Maintain accurate records of service activities, work performed.
• Collaborate with manufacturers, the warranty department, and the branch manager regarding requests for unit replacement. Escalate to the Lead Technician for approval when necessary.
• Participate in ongoing training sessions to stay current with industry trends and product updates.
• Participate in team meetings, uphold consistent communication, and engage in manufacturer cadence calls to establish and enhance internal communication and collaboration effectively.
• Review recorded Data from contractors with RSL lead tech support staff.

Warranty Support

Collect all required data and information on Ductless unit replacement requests working with Warranty Department, Branch staff, and Contractors.

Jobsite Visit

Obtain a filled-out jobsite request form from customer or contractor.

Customer Satisfaction

Ensure timely and effective resolution of customer issues to enhance overall satisfaction.

Training and Development

Participate in regular training sessions to enhance your technical skills and product knowledge.

Skills and Qualifications

Ability to travel.

What we offer :

The target salary range for this position is $85,000 - $100,000 CAD . The pay range for this position is a general guideline only. The salary will depend on internal pay equity and the candidate's relevant skills, experience, qualifications, and job market data.

It's not all about work. That's why we support and recognize our team members with a range of benefits :

Refrigerative Supply Limited is an equal-opportunity employer. We prohibit discrimination based on age, color, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. We would like to thank all applicants for their interest; however, only those selected will be contacted.