Senior IT service desk administrator supporting Net Health’s healthcare SaaS workforce. Managing endpoints, Microsoft 365, identity, automation, security, and enterprise AI platforms remotely.
About the role
- Technical Services Representative providing support for Viessmann's climate comfort solutions while working in a hybrid model from the Langley, BC office. Collaborates with Product Engineering and supports contractors with technical troubleshooting.
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.
Requirements
- 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
- Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology (preferred)
- 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 teamwork
- 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
Benefits
- Medical
- Dental
- Retirement Benefits
- Time off and Leave
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tuition Assistance
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