Inside Sales Representative / Technical Support

YOUR MISSION OF EXCELLENCE
Reporting to the Customer Service Manager, the Inside Sales Representative / Technical Support is responsible for handling customer returns, responding to customer inquiries about our products and services, and helping to enhance our service offering and maximize product sales through a customer-focused approach.

WHAT YOU WILL ACCOMPLISH
•    Handle incoming calls from external and internal clients regarding technical support or warranty needs;
•    Assist with product specifications when required;
•    Receive and forward customer complaints to the Service Manager;
•    Receive and process information requests from the website;
•    Follow up on returned merchandise until full resolution with the customer;
•    Coordinate with the Quality Control team to find solutions and log customer complaints and non-conformities;
•    Inform customers about return and replacement timelines for parts and/or products;
•    Analyze problems and solve them over the phone with sales representatives and/or installer-technicians;
•    Answer technical support calls;
•    Provide training in English or French to distributors or installers on our products.

THE IDEAL CANDIDATE
•    5 years of relevant experience (call center, customer service, technical support);
•    Vocational diploma (DEP) or college diploma (DEC) in building mechanics;
•    Proficiency with Microsoft Office Suite;
•    Knowledge of SAP software is an asset;
•    Perfect command of both French and English to support English-only speaking customers;
•    Availability for occasional travel (within Canada and the United States);
•    Strong customer service orientation;
•    General experience in: residential and light commercial forced air and hot water heating systems – oil, gas, and electric – heating controls and electrical – installation of residential and commercial oil tank systems;
•    Excellent communication and conflict mediation skills for handling sensitive or complex situations.

AMAZING BENEFITS AWAIT YOU
•    📈 Join a strong, growing organization offering long-term career opportunities.
•    🌟 Work in an environment that fosters innovation and creativity, where every day brings exciting new challenges.
•    💰 Enjoy a competitive salary and benefits that support you and your family.
•     Take care of your physical health with easy access to on-site fitness facilities.
•    🏥 Access resources dedicated to your mental and physical well-being for a balanced lifestyle.
•     Contribute to a greener future with infrastructure supporting electric vehicles.
•    🏠 Enjoy the flexibility of hybrid work—at home and in the office—for better work-life balance.
•    ☀️ Make the most of longer, more relaxing summer days with flexible hours.
•    ☕ Stay energized throughout the day with complimentary beverages.
•    🎉 Take part in social events and team-building activities that create lasting memories.
•    💼 Plan for your future with our group registered retirement savings plan (RRSP).

OUR COMPANY
Granby Industries, a member of the Terravest Industries group, is a trusted partner in heating, air conditioning, and storage solutions. Our rich history is focused on a future of innovation and growth. 🚀 Committed to delivering a seamless customer experience, adopting new technologies, and expanding our product range, we are built on a foundation of trust, integrity, and quality. Granby Industries is ready to carry its legacy of excellence into the future. 🌟

We value collaboration 🤝, kindness 💖, performance 🏆, discernment 🔍, and commitment 💪. By joining our team, you’ll have the opportunity to develop your skills in a workplace that promotes mutual support, respect, and well-being. You'll play a key role in our pursuit of excellence, while finding fulfillment and satisfaction in your daily work. Together, we’ll build a promising future, where every contribution matters and innovation is at the heart of our mission. 🌟