Quality Assurance & Technical Support Specialist

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