Technical Services - Customer Service Representative

About Carrier

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

Viessmann is a global leader in sustainable climate and energy solutions, focused on creating living spaces for future generations. Currently, as part of the Carrier Group, Viessmann combines innovative technologies with a strong commitment to environmental protection, promoting sustainable development and comfort. With a comprehensive portfolio that includes heating, cooling, ventilation, and energy systems, Viessmann serves residential, commercial, and industrial markets worldwide. The company continues to shape the future of energy efficiency through intelligent, integrated solutions that foster sustainability and comfort.

Viessmann is part of the Carrier Global Corporation.

About this role

Are you a detail-oriented professional who loves solving puzzles and keeping operations running like a well-oiled machine?

We are looking for a Technical Services - Customer Service Representative who will focus on Warranty & Logistics tasks and to become the essential bridge between our technical service team and our global supply chain. In this role, you won’t just be "processing parts"—you’ll be the gatekeeper of quality and customer satisfaction, managing the full lifecycle of high-end heating systems and components. If you thrive in an environment where your organizational skills directly impact the bottom line and you enjoy a mix of administrative strategy and hands-on quality control, we want to talk to you!

Initially this will be an onsite role in Waterloo with the possibility to become a hybrid role.

Key Responsibilities

• Organize warranty returns (boiler pressure vessels, storage tanks, burners, all associated parts;) complete with attached paperwork for warranty inspection approval
• Assign Returned Goods Authorization (RGA) numbers to parts (boiler pressure vessels, storage tanks, burners, all associated parts) for return to Viessmann Canada
• Follow through with warranty acceptance/decline based on signing authorities and issue credit.
• Compile and return components from Viessmann sub-suppliers through RGA numbers from the sub-supplier
• Follow through with notification of credits from sub-suppliers
• Assist with quality control inspection and repackage stock, (if necessary)
• Arrange testing and/or inspection of equipment for warranty purposes

Basic Qualifications

• High School Diploma or GED
• 1+ years experience in customer service

Preferred Qualifications

• Knowledge of hydronic heating equipment and components
• Analytical thinking, organizational and interpersonal skills
• Willingness to acquire necessary product knowledge
• Ensure high level of company-internal work contribution and customer satisfaction.
• SAP experience

Additional information

• Must have unrestricted authorization to work in Canada. No visa sponsoring available.

Pay Range

The expected annual salary range for this role is between $43 500 and $93 500. The rate of pay may be impacted by factors such as the applicant’s geographic location, market data/range, skills, prior relevant experience, job-related knowledge, specific degrees and certifications, and/or other relevant considerations.

This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence. Additional benefits may include insured benefits such as health care, vision, dental, disability, etc., as well as possible RRSP matching.

Other Compensation

This role may also provide the opportunity to earn additional incentive compensation in the form of annual bonus, sales bonus, sales commission or local incentive. If the role provides for an opportunity to earn additional incentive compensation, it will be based on measurable performance factors which may include company performance, individual performance or other key performance indicators.

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.

Carrier Accommodations Process

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected] We will make every effort to meet your needs in accordance with applicable laws.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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