• Maintain an expert-level knowledge of the Mini Split AC & Light Commercial AC product portfolio.

• Lead training programs in the office and field for internal and external parties, including but not limited to distributors, wholesalers, retailers, and contractors as required to ensure up-to-date knowledge.

• Manage HVAC service escalations and technical support.

• Provide telephone, email, and in-person technical support internally and externally with a level of professionalism consistent with the company’s expectations.

• Provide ongoing technical advice and guidance on complex and unique issues related to products/systems.

• Solve complex technical problems in the field for preferred customers or escalated situations.

• Manage parts inventory and inquiries related to parts.

• From time to time, perform equipment start-ups and repair of Hisense HVAC products.

• Analyze and collect information pertaining to equipment quality issues, following up internally and externally to reduce return rate and/or loss.

• Manage, motivate, and coach our business partners and customers to ensure they are performing at or above the necessary standards.

• Collect quality issues/data, provide internal feedback, and follow up with solutions and improvement plans.

• Ensure accuracy of documentation and customer records is maintained, inputting details into various software programs used by Hisense, including but not limited to, Salesforce, Microsoft Teams, GRS, and SAP.

• Additional duties as directed by your manager and/or the leadership team.

Education & Experience

• 5+ years of experience in the HVAC industry.

• Must be a licensed Refrigeration and Air Conditioning Systems Mechanic (Inter-provincial).

• Experience as a trainer in the HVAC industry an asset.

Competencies for Success

• Technical Knowledge – with expertise in Heat Pumps, Air Conditioning, and other HVAC equipment.

• Exceptional communication skills – with an ability to engage and adapt to an audience.

• Leadership qualities - with developed collaborative interpersonal and analytical skills.

• Time Management - the ability to manage conflicting priorities requiring flexibility while remaining focused.

• Customer Service - for both external and internal business partners.

• Self-Driven - demonstrate a focus on growth for both Hisense and our customers.

• Ability - to read and interpret mechanical and electrical blueprints and understand control systems.

• Proficient in Microsoft Office.

Other