Quality Assurance & Technical Support Specialist

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick.  Enercare is the Experts at Home, operating under several brands including Enercare,  HydroSolution, and Pioneer Plumbing & Heating.  

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers.  We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Quality Assurance & Technical Support Specialist

Status: Full-time, Permanent

Department: Enercare West Operations

Location: Edmonton, AB

Summary:

Complete quality, technical, and safety assessments of work carried out by Technical Field Staff and initiate corrective actions as appropriate, including coaching, on-the-job training, and briefings to ensure staff are competent to carry out their duties effectively, in compliance with all statutory legislation and codes of practice, and to the customer’s satisfaction. Provide expert technical and fault diagnostic assistance through the Technical Support Desk to Technical Field Staff and other Enercare employees to support service delivery levels, carrying out all duties in a professional and courteous manner to ensure the highest standard of service.

Responsibilities:

Quality Assurance and Field Assessment

• Plan and carry out quality, technical and safety assessments on work carried out by Technical Field Staff.
• Identify, investigate, and communicate corrective actions as appropriate.
• Provide Field Reports following site visit inspections.
• Participate in incident investigations as required.
• Attend area HS&E and Field Manager meetings to communicate trends and weaknesses.

Technical Support Desk

• Provide technical assistance in an effective and efficient manner to Operations groups by utilizing various technical media.
• Answer telephones professionally and courteously and respond to all work-related communications (voicemail, email) promptly.
• Record all call details/actions in the Technical Support Desk database.
• Report on urgent problems to the Manager
• Transfer website material into the Google Library.
• Identify and report to management recurring or common technical issues.
• Identify and provide coaching, on-the-job training and briefings to Technical Field Staff.
• Work with Technical Support, Health & Safety, Marketing and Operational Line Management on training requirements.
• Improve the technical awareness and ability of field-based staff.

Standards, Procedures and Compliance

• Maintain up-to-date knowledge of Statutory Regulations, Technical Standards, Codes of Practice, Operational Procedures and Product Specifications.
• Provide support in the preparation and development of Operational Procedures and Technical Support Desk procedures and standards.
• Actively promote adherence to Operational Procedures.

Manufacturer and External Liaison

• Complete manufacturer equipment evaluations/assessments and all associated reports.

Customer Service and General

• Deliver high levels of customer service excellence and sustain high customer satisfaction levels in the Operations group.
• Promote Enercare products and services.
• Keep vehicle clean and neat both inside and out in keeping with the company’s professional image.
• Complete special projects as assigned.

Qualifications:

Licensing, Experience and Education

• Must have a valid Gas Fitter B or Gas Fitter A license.
• Must have a valid Refrigeration license.
• Must have a CFC/ODP Permit (ozone depletion).
• Must have a valid driver’s license with a clean driver’s abstract maintained.
• Must have a minimum of 5 years’ recent relevant HVAC industry field experience.
• University degree, college diploma, or equivalent would be an asset.

Technical Knowledge and Skills

• Demonstrate mechanical aptitude and superior technical knowledge of HVAC, plumbing, and Electrical systems, statutory regulations, codes of practice and operational procedures.
• Knowledge of Health and Safety requirements.
• Must have the ability to operate all necessary tools and equipment related to servicing HVAC equipment.
• Must achieve a passing grade for a Technical Knowledge Questionnaire.
• Ability to deliver and present training materials to a high standard.
• Ability to undertake assessments (written and observed).
• Must have working knowledge of common software packages including Microsoft Word, Excel, Outlook, Clarify and the Internet.

Professional Attributes

• Excellent written and verbal communication and coaching skills.
• Exceptional interpersonal skills and willingness to work in a team environment.
• Good organizational and planning ability.
• Highly self-motivated; able to work with minimum supervision and effectively plan/organize own work.
• Ability and motivation to learn new technologies quickly with minimal support and supervision.
• Attentive to detail, friendly and approachable, with a strong focus on delivering exceptional customer service to promote high levels of customer satisfaction.
• Possess a positive attitude and eagerness to learn and assist others.
• Committed to promoting technical excellence.
• Results-oriented, achieving high levels of individual and team performance.
• Aptitude for multitasking
• Ability to travel.
• Aptitude for training and coaching