We think every breath is as important as the next. That’s why we create better systems to improve the air around you, producing healthier environments for happier families. With quality air comes quality care.
About Zehnder Ventilation North America
Zehnder Group is a global leader in Indoor Climate Solutions. Our mission is to deliver premium-quality, energy-efficient ventilation systems that elevate comfort and health in homes. Zehnder’s Ventilation business group in North America comprises of two brands – Zehnder and Lifebreath, that are both leaders in their respective residential market segments.
HVAC Technical Support / Warranty Representative
The Technical Support / Warranty Representative provides prompt, professional, and knowledgeable technical assistance to customers, contractors, wholesalers, and internal stakeholders. This role is responsible for troubleshooting product-related issues, delivering accurate technical guidance, resolving customer concerns in a timely manner, and ensuring an exceptional customer support experience while supporting company quality and service objectives.
Essential Duties and Responsibilities:
- Assess, diagnose, and provide technical support and troubleshooting assistance for Lifebreath HRV, ERV, IAQ, and ventilation products to Contractors, Territory Managers and Wholesalers.
- Respond to technical inquiries received via phone, email, and other communication channels, providing timely and accurate solutions while documenting, maintaining, and updating records of interactions with Contractors, Territory Managers, and Wholesalers.
- Follow up on open technical support cases where applicable and conduct scheduled callbacks to ensure timely issue resolution and customer satisfaction.
- Interpret diagrams, installation manuals, product specifications, and control schematics to assist with product installation, operation, and service-related issues.
- Escalate and collaborate with Engineering and Quality Assurance to analyze product performance trends, identify recurring issues, determine root causes, and recommend corrective actions for continuous improvement.
- Support Engineering, Customer Care and Marketing teams by reviewing and providing input on product literature, specifications, installation manuals, price lists, and website content to ensure accuracy and currency.
- Stay current on market conditions, industry trends, product developments, building code changes, and HVAC and indoor air quality technologies.
- Receive, review, and process warranty claims and Return Merchandise Authorization (RMA) requests in accordance with company policies, procedures and warranty eligibility.
- Identify and investigate product failures, recurring issues, and performance trends, collaborating with Engineering, Manufacturing, and Quality Assurance to determine root causes and implement corrective actions.
- Manage warranty claims, inspections, returns, and shipments, providing timely communication of return procedures, warranty determinations, claim status updates, and applicable credits to Wholesalers and Territory Managers.
- Communicate professionally with contractors, wholesalers, Territory Managers, and internal stakeholders to provide timely and accurate resolution of warranty claims while supporting customer satisfaction.
- Build and maintain professional working relationships with Contractors, Territory Managers, Wholesalers and cross-functional departments.
- Communicate technical support and warranty concerns, emerging trends, escalations, and customer-impacting issues to the Inside Sales and Customer Care Manager, ensuring appropriate awareness and resolution.
- Support the development and continuous improvement of Technical Support and Warranty procedures, driving process efficiencies, reducing warranty claims, enhancing customer satisfaction, and maintaining compliance with ISO standards and company policies.
- Demonstrate strong verbal and written communication skills in a moderate to fast-paced customer service environment.
- Maintain excellent organizational and time management skills while managing multiple priorities and meeting established service levels.
- Maintain proficiency with Microsoft Office applications, including Outlook, Excel, Word, Teams, and other business and internet-based platforms required to perform job duties effectively.
- Travel occasionally to customer and contractor sites to support field troubleshooting, product investigations, training activities, and resolution of complex technical issues.
- All other duties as assigned by the Manager.
Qualifications, Skills & Experience
- Minimum of 1 year of practical experience in HVAC, ventilation, indoor air quality (IAQ), or related industry.
- Strong customer service skills with the ability to provide professional, courteous, and effective support to contractors, wholesalers, Territory Managers, and internal stakeholders.
- Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.
- Ability to work independently with minimal supervision while effectively managing multiple priorities and responsibilities.
- Working knowledge of Lifebreath products, their applications, installation requirements, operating principles, warranty and limitations.
- Ability to develop a thorough understanding of company pricing structures, product offerings, policies, and procedures through training and experience.
- Strong aptitude for learning and applying technical knowledge related to ventilation systems, controls, troubleshooting, installation, and product operation.
- Strong attention to detail and ability to review and interpret technical documentation, specifications, installation manuals, engineering drawings, and product literature.
- Customer-focused mindset with a commitment to understanding customer needs and maintaining positive, productive business relationships.
- Strong organizational and time-management skills, with the ability to prioritize tasks, meet deadlines, and ensure work is completed efficiently and accurately.
- Demonstrated problem-solving and decision-making abilities, including the capacity to evaluate situations, identify root causes, and recommend appropriate solutions.
- Ability to exercise sound judgment, professionalism, discretion, and tact when dealing with challenging situations, customer complaints, and escalated technical issues.
- Proficiency with Microsoft Office applications, including Outlook, Excel, Word, Teams, and other business software systems.
- Experience with ERP, CRM, case management, or warranty tracking systems is considered an asset.
- Commitment to continuous learning, professional development, and staying current with industry trends, building codes, and technological advancements.
Why Join?
· Being part of a multinational market leader.
· Annual base salary starting at a minimum of $55,000.
· Comprehensive benefits package
· We take great pride in our first-class team and open-door approach at all levels.
· Growing company.
· Focus on continuous innovation.
Join us if you’re passionate about delivering top-tier HVAC support through your mechanical expertise! We value proactive problem-solving skills and a commitment to service that keeps our customers comfortable and confident in their systems.
Pay: $55,000.00-$62,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Tuition reimbursement
- Vision care
Work Location: In person
