The Opportunity

Kepler Canada is a fast-growing HVAC distributor (heat pumps, air conditioning, furnaces, water heaters) serving a dealer network across Ontario. Technical support is a core part of how we win: our dealers get real answers, fast — on selection, installation, diagnostics, and warranty. The Technical Support Manager owns that promise: the dealer technical hotline, warranty adjudication, and field escalations, working alongside our Training function through the industry's R-454B refrigerant transition. If you are a strong technician who wants to move into a role where your knowledge supports hundreds of installs a week, this is that seat.

What You Will Do

- Technical support: Own the dealer technical line: selection and application guidance, installation support, and diagnostics across heat pumps, AC, furnaces, and water heaters — with a same-business-day response standard.
- Warranty: Adjudicate warranty claims on defined turnaround standards, working with our Warranty Coordinator who owns intake and administration; identify recurring-defect patterns and drive them back to resolution.
- Field escalation: Handle escalated field issues, performing on-site assessments where needed; support dealers through their first installations on new product platforms.
- Knowledge: Build the technical knowledge base (install guides, FAQs, troubleshooting trees); feed product-quality findings to management; support the A2L/R-454B transition with practical guidance.
- Coordination:



Coordinate with the Training function on curriculum accuracy and with Sales on pre-sale spec support for larger projects.

Compensation

- Base + bonus: $85,000–$100,000 base salary, commensurate with experience and licensing, plus a 10% target performance bonus tied to service levels and quality measures (details communicated separately).
- Support: Vehicle allowance for field days, group benefits (health and dental) from day one, phone and laptop; licence and certification renewals covered.

What We Are Looking For

- Licensed HVAC technician — 313A or 313D and Gas Technician 2 (or equivalent combination); 7+ years of hands-on residential HVAC experience including heat pumps.
- Solid diagnostic instincts and the patience to walk a dealer's technician through a problem by phone or video.
- Warranty judgment: able to distinguish product defect from installation error, document it clearly, and defend the call.
- Organized and systems-comfortable (CRM ticketing, documentation); clear written and spoken communication.
- A2L refrigerant familiarity an asset; French an asset for our eastern dealers; valid Ontario driver's licence.

Terms

- Full-time, permanent. Offer conditional on references, licence verification, and review of any restrictive covenants from prior employment. Confidentiality of Company commercial information applies; all market-facing activity uses Kepler product-line names.

Pay: $90,989.44-$140,610.97 per year

Benefits:

- Dental care
- RRSP match

Work Location: In person

📌 Technical Support Manager (Richmond Hill)
🏢 Kepler Canada
📍 Richmond Hill