Technical Services Representative

About this role

Viessmann is seeking a sophisticated, solutions-oriented Technical Services Representative to elevate our technical support operations and drive customer excellence across the USA and Canada.

Operating under a flexible hybrid work model (3 days per week in the office and 2 days per week at home) based out of our Langley, BC office, this high-impact role offers an opportunity to serve as a strategic subject matter expert for our industry-leading climate comfort solutions.

In this position, you will leverage advanced enterprise platforms—including Salesforce Service Cloud and SAP—to guide customers and field contractors through complex troubleshooting, collaborate directly with Product Engineering on quality initiatives, and actively contribute to the development of regional technical training and webinars.

If you are looking to advance your career within a globally recognized brand that rewards technical expertise, values cross-functional collaboration, and supports modern work-life balance, we invite you to apply.

Key Responsibilities

Provide customer service/technical support for Viessmann commercial and residential boilers, burners, controls, components, indirect fired water heaters, air-handling units and heat pumps.

Document customer interactions/technical support in Salesforce Service Cloud CRM

Provide technical support to internal/external customers through call center calls, and email.

Use Salesforce/SAP to guide and assist contractors with knowledge-based troubleshooting, advising and resolving field issues.

Assist in repair protocols/procedures including accurate service records and reports.

Report product service issues to Product Engineering.

Assist in the development/delivery of seminars, webinars, hands-on product training, short technical videos and workshops for internal/external customers.

Basic Qualifications

High School Diploma or GED

1+ years of experience in technical troubleshooting or technical customer service

1+ years of HVAC or technical industry experience in technical support, field service, installation, or maintenance

Preferred Qualifications

Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology

Read and comprehend piping and wiring diagrams

Work with multimeters, manometers, combustion analyzers, and other common technical tools

HVAC systems analysis experience

Effective English written and verbal communication skills

Ability to work in a team and to promote team work

Computer skills, Microsoft PowerPoint, Office applications and/or Google applications, Salesforce and SAP

Analytical thinking, inspection and diagnostic focused problem-solving skills.

Customer service skills

Communicate professional and effectively with customers and team-members

Work independently, personable, and enjoys interacting with people

Additional information

Unrestricted authorization to work in Canada.

No visa sponsoring available.

Pay Range

The expected base salary range for this role is between $33,000.00 CAD - $83,000.00 CAD annually. The rate of pay may be impacted by factors such as the applicant's geographic location, market data/range, skills, prior relevant experience, job-related knowledge, specific degrees and certifications, and/or other relevant considerations. This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence.

Additional benefits may include insured benefits such as health care, vision, dental, disability, as well as possible retirement contributions. The pay range will not be below the minimum wage applicable to the province in which the applicant is to be employed.

Other Compensation

This role may also provide the…