Technical Support Specialist - HVAC (Bi-lingual French/English)- Remote

GE Appliances, a Haier company•Unorganized Rainy River, ON

11d•Remote

About The Position

As a Technical Support Specialist with GE Appliances’ Air & Water Ecosystem, you will be responsible for delivering first-contact technical support to contractors, end users, and distributor partners across Air & Water product lines (e.g., residential HVAC, light commercial systems, VRF). This role provides timely troubleshooting assistance, interprets system data, and guides customers through structured resolution steps using established tools and technical resources. The position requires independent problem-solving, effective communication, and accurate case documentation to support efficient issue resolution and high-quality customer experience, while escalating more complex issues to advanced technical teams as needed.

Requirements

Independent Task Execution: Demonstrates the ability to work independently under general supervision to manage inbound technical support cases, prioritize workload, and support timely and accurate resolution of customer issues.
Technical Problem Solving: Applies practical knowledge of HVAC systems to diagnose and resolve customer issues, utilizing structured troubleshooting methods, system data, and available tools to address moderately difficult, non-complex problems.
Customer-Focused Communication: Effectively communicates technical information to contractors, distributors, and end users, translating complex concepts into clear, actionable guidance to support issue resolution and customer understanding.
Applied Technical Knowledge: Utilizes working knowledge of residential and light commercial HVAC systems, including system components, controls, and diagnostics, to support installation, startup, and operational inquiries.
Systems and Data Utilization: Leverages case management systems and diagnostic tools to document cases, review system data, and support data-informed troubleshooting and resolution processes.
Time and Priority Management: Effectively manages multiple tasks and competing priorities in a fast-paced environment, ensuring responsiveness and adherence to service level expectations.
Collaboration and Escalation: Recognizes when issues exceed scope and appropriately escalates to advanced technical teams, providing clear and structured documentation to support efficient resolution.
Adaptability and Continuous Learning: Demonstrates flexibility in adapting to new products, tools, and processes, while actively building technical knowledge and improving troubleshooting effectiveness over time.
Systems Skills: Case management systems (e.g., Salesforce or equivalent); Microsoft Office (Excel, Word, Outlook); Standard business systems and data entry tools
Language Skills: Bi-lingual fluency in English/Spanish or English/French (only required if hired as bi-lingual support)
High School Diploma or equivalent required
Minimum of 3 years of experience in HVAC installation, service, or technical support (residential and/or light commercial preferred)
Experience using computer systems and standard business applications

Nice To Haves

Advanced Technical Exposure: Demonstrates familiarity with light commercial HVAC systems, VRF technologies, and inverter-driven equipment, enabling more efficient troubleshooting and customer support.
Diagnostic Tools Proficiency: Applies experience using manufacturer-specific diagnostic tools and connected platforms (e.g., TD-03, SmartHQ) to interpret system data and identify performance issues.
Technical Support Environment Experience: Brings experience from a technical call center or customer support setting, with the ability to manage high call volumes while maintaining service quality.
Multilingual Communication: Utilizes bilingual language skills (e.g., English/Spanish or English/French) to effectively support a broader customer base.
Technical Documentation: Demonstrates the ability to clearly document troubleshooting steps, system data, and resolutions in a structured manner to support case tracking and knowledge sharing.
Systems Skills: GE Appliances/Haier diagnostic platforms (e.g., TD-03, SmartHQ); HVAC diagnostic or connected equipment platforms; Case documentation and reporting tools
Technical degree, certification, or related HVAC training
Experience supporting light commercial HVAC equipment (e.g., rooftop units, packaged systems)
Familiarity with VRF systems, inverter-driven technologies, and advanced controls
Experience using manufacturer diagnostic tools or connected platforms for troubleshooting and system analysis
Prior experience in a technical call center or customer support environment

Responsibilities

Provide timely, accurate, and professional technical support via phone and email to contractors, end users, and distributor partners for a range of products (e.g. residential HVAC, light commercial systems, VRF), ensuring high-quality customer experience.
Diagnose and troubleshoot product issues across product systems through structured resolution steps.
Interpret system feedback and operating data (e.g., error codes, fault histories, control board indicators, and reported performance conditions) to support accurate issue identification.
Utilize GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or equivalent) to review system data and identify potential performance issues to support troubleshooting.
Provide technical documentation and guidance, including wiring diagrams, submittals, capacity tables, installation instructions, and control configuration support.
Assist customers with installation, startup, and operational questions within a remote support environment, ensuring adherence to product specifications and best practices.
Escalate complex or unresolved issues to Product Specialists or Engineering teams, providing clear and thorough documentation of troubleshooting steps and findings.
Collaborate cross-functionally with Service, Engineering, Manufacturing, and Parts teams to support issue resolution and information sharing.
Maintain accurate and detailed case records, including reported symptoms, diagnostic steps performed, data reviewed, and final resolution or escalation path.
Demonstrate self-directed problem-solving by leveraging technical documentation, knowledge bases, and internal tools prior to escalation.
Ensure case documentation supports cross-functional visibility and efficient escalation.