IT Support Specialist managing cloud and on - premises network for CMHA Peel Dufferin. Troubleshooting and resolving IT issues while providing professional user support at the agency.
CR
Onsite Technical Customer Support Manager – Refrigeration
Posted last week
About the role
- Technical Support Manager overseeing technical support operations at CCR. Ensuring customer satisfaction and effective resolution of technical issues related to refrigeration systems.
Responsibilities
- Serve as the primary escalation point for customer technical issues related to refrigeration systems
- Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
- Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
- Support customers during critical outages, startups, and system modifications
- Provide advanced troubleshooting support for refrigeration systems, controls, and components
- Review field data, alarms, and service history to identify root causes
- Guide customers and technicians through complex diagnoses and corrective actions
- Stay current on refrigeration technology, controls, and regulatory changes
- Lead, coach, and develop a team of technical support specialists
- Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
- Analyze support trends to improve response quality and reduce repeat issues
- Recommend product, process, or training improvements based on customer feedback
- Collaborate with quality and engineering teams on corrective action initiatives
- Act as the technical voice of the customer internally
- Coordinate with service operations, engineering, training, and sales
- Support new product rollouts with customer-facing training and support materials
- Assist sales and account teams with technical reviews and customer consultations when needed
Requirements
- 6–8+ years of experience supporting commercial
- 3+ years in a customer-facing leadership or supervisory role
- Strong working knowledge of refrigeration systems, controls, and diagnostics
- Familiarity with natural refrigerants (CO₂, ammonia, propane)
- Experience supporting large customer accounts or enterprise service organizations is a plus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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