Engineering Technical Support Lead

Engineering Technical Support Lead - Open PositionCareer opportunity at Viessmann Canada Position: Engineering Technical Support Lead Department: Product & Engineering, Hydronics NA Reporting to: Sr. Manager Engineering Employment: Full time, salary Location: Hybrid Remote, 750 McMurray Rd, Waterloo, ON N2V 2G5, Canada Employment governed by: Employment agreement Carrier is the global leader in intelligent climate and energy solutions. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.Goals of this position:This position has three primary objectives: provide an escalated layer of in-field and over the phone technical support on HVAC and Hydronic products for field technicians employed by Carrier and associated brands; create source training materials for training the trainer and maintain accurate source materials to be used and deployed by the North American Academy team; provide product reviews and functional assessments during the development process in support of achieving customer centric user interfaces and product features.Responsibilities:Contribute towards the Carrier North Star: ensure specifications and technical documents reflect Carrier's commitment: "to be the global leader in intelligent climate and energy solutions."Champion the Carrier Way: consistently display a strong work ethic and great attitude, contribute a strong sense of team responsibility, beginning with senior reports and down channel across the entire team.60% of Scope of WorkProvide advanced in-field service and troubleshooting for Carrier and associated brands across residential and commercial boilers, solar thermal systems, burners, controls, components, indirect fired water heaters, air-handling units, heat pumps, and DHW heating devices.Provide accurate reports to the Sr. Engineering manager for site visits and ongoing quality investigations.Investigate escalated system failures/malfunctions to determine if the reported issues are due to a manufacturer's defect or a field / installation issue.Use all available systems & technology for troubleshooting and resolving field issues.Coordinate with Technical Service managers and RGA managers to resolve escalated issues with parts or returns as needed.Lead investigations into escalated technical projects and provide timely solutions while maintaining excellent communication across affected stakeholders.Perform mechanical failure analysis on returned products flagged by technical service and return teams.Create engineering change requests and submit to Sr. Engineering manager for consideration.Create quality defect tickets as applicable and submit to Quality Manager.The ability to travel within North America up to 30% of the time to quickly respond to escalated service requests. Travel will be used as a last resort and every effort will be made to keep trips under 3 days when needed.Ability to travel to manufacturing sites globally once per year for onsite controls and product training.30% of Scope of WorkAssist in the delivery of Academy training seminars, webinars, hands-on product training, short technical videos, and workshops as required.Develop library of source materials for training presentations on new and existing products.Conduct engaging, informative, hands-on training classes in classrooms, virtually, and in a live training lab for trainers, management, and technical service staff.Continuously work to ensure library of source materials are continuously improved and updated to maintain accuracy and usefulness.Continuously review all applicable product information to develop your knowledge and skills with the intention of being a foremost expert to the experts across North America.10% of Scope of WorkSupport product management team with functional assessments; Initial quality assessments; and general product usability feedback during various stages of product development.Support engineering team with documentation reviews and provide feedback to technical writers.Deliver assessments in writing.Prerequisites for PositionEducation and experience:Valid A, G1 (Preferred) or B, G2 (Gas Technician Certification).Valid 313A (Refrigeration & Air Condition Mechanic Certification).HVAC experience including burners, hydronic heating systems and air conditioning.Building Management Systems (BAS), controls and automation systems experience.Strong electrical background in troubleshooting, electrical schematics, and electrical diagnostic tools.A minimum 10 years of experience within the HVAC sector service industry.A minimum of 5 years experience building training materials and educating technical experts on advanced topics.OBT1 or OBT2 (Oil Burner Technician Certificate) would be an asset.Skills and competencies:Strong written and verbal communication skills, along with the ability to work and promote teamwork.Competent computer skills, strong working knowledge of Microsoft PowerPoint, Office applications and/or Google applications.Accurately document and provide written reports of all technical calls and site visits.Analytical thinking, inspection, and diagnostic focused problem-solving skills.Demonstrate excellent customer service skills, with the ability to communicate effectively with customers and team-members in a professional manner.Able to work independently, personable, and enjoys interacting with people.Possess good presentation skills and be comfortable speaking in front of audiences in an interactive environment.Must possess a valid passport and the ability to travel internationally. Additional hours may be required when traveling.A valid driver's license and a clean driving record are required.All interested candidates can apply and send their resume in confidence to Human Resources at Viessmann, at ZsnS@viessmann.com . Viessmann Manufacturing Company Inc. reserves the right to make changes and amendments to this position description as may be required from time to time. Any intended changes will be discussed with the employee before inclusion in the position description.

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