Company Overview

Victory Range Hoods Inc is a leading enterprise in the kitchen ventilation appliance industry, specializing in premium kitchen range hoods (vent hoods). As a Made in Canada, Canadian owned and operated business (Established in 2007), we pride ourselves on our extensive inventory and commitment to customer satisfaction.

Customer Support & Troubleshooting Technician

Office / Warehouse

Full-Time

Victory Range Hoods Inc.

About the role

We manufacture and supply range hoods (kitchen ventilation units) and are looking for a Customer Support & Troubleshooting Technician to join our team. This is a hands-on technical support role, not a scripted call-center job. You'll be the front line for customers, contractors, and installers who have questions or issues with our products, and you'll need to diagnose problems accurately using electrical and mechanical knowledge, then walk people through a fix over the phone, email, or video/photo review.

We have a strict 1-hour first-response requirement on all tickets and calls, so this role suits someone who is organized, calm under pressure, and comfortable owning a queue.

Key Responsibilities

Troubleshoot and resolve issues via phone, email, and customer-submitted photos and videos, including (but not limited to):

- Respond to customer support tickets, emails, and phone calls within 1 hour of first contact, and prioritize call backs to any urgent technical support requests.
- LED lighting issues: flickering, early bulb burnout, controls not working as expected or broken, lights that won't turn on or off, light overheating, or wiring harness concerns.
- Motor issues: lack of suction, humming but not starting, hard-to-spin impeller, single-speed-only operation, scraping noises, noise verification and concerns
- Function and electronics issues: unresponsive circuit boards or displays, stuck or unresponsive push buttons, installation instructions for replacement electronics




- Wiring issues: mismatched wire colors versus manual, unclear speed-wire identification, calls with on-site electricians regarding ongoing range hood installations
- Assisting with support for shipping damage and physical imperfections: dented units, broken motor welds, missing parts, broken impellers, shifted motors (troubleshoot to determine the best solution)
- Bluetooth and app issues: unit shutting off unexpectedly, phone-to-app connection failure
- Handle dimension and spec requests (ducting distance, roof cap opening, wall plate size, chimney cover dimensions) by referencing product documentation.
- Source and advise on replacement parts for discontinued models.
- Escalate manufacturing defects, recurring issues, or safety concerns to the Director of Sales & Operations
- Maintain accurate ticket records (via internal system notes) and document recurring issues to help improve product design and support materials.
- Support installers and contractors with installation-related troubleshooting.
- Assist in creating and updating technical support materials such as written instructions, instructional videos, and/or images.
- Handle full-case technical support, including ticket resolution, replacement part preparation and testing (prior to handing off to the shipping team), and part installation technical support.

Requirements

- BCIT certificate (or equivalent) in Electrical, Electronics, or a related technical program
- Strong working knowledge of basic electrical systems and wiring (reading wiring diagrams,



understanding voltage and circuit basics, secure troubleshooting practices)
- Comfortable troubleshooting mechanical issues (motors, impellers, switches) as well as electrical ones
- Excellent customer service and phone/email communication skills, with the ability to explain technical steps clearly to non-technical customers
- Strong problem-solving skills and ability to diagnose issues remotely from limited information (photos/video)
- Reliable, organized, and able to meet strict response-time targets
- Comfortable learning a full product line and internal systems within a 1–2 week training period

Nice to have

- Previous experience in technical/product support, appliance repair, or a similar hands-on troubleshooting role
- Experience with ticketing systems (e.g., Zendesk,)
- Experience with Wall Switch, Bluetooth-enabled, Remote controlled, or Smart home connected products

What we offer

- Training on our product line, common customer concerns, and troubleshooting procedures (1+ weeks)
- Opportunity to grow within a technical support function

Perks & Benefits

- Opportunities for career growth in a rapidly expanding company.
- On-the-job training provided.
- Health and Dental Benefits after a 3-month probationary period.

Schedule

- Full time
- Office / Warehouse setting

If you’re a proactive and organized individual who enjoys working in a collaborative environment and providing outstanding service, we’d love to hear from you! Apply today to join our team at Victory Range Hoods!

Job Type: Full-time

Pay: $25.00 per hour

Expected hours: 40.0 per week

Benefits

- Dental care
- Extended health care
- Life insurance
- On-site parking

Experience:
- Technical support: 1 year (preferred)

Licence/Certification:
- electrical/technical/mechanical certification or education (preferred)

Work Location: In person

📌 Customer Support & Troubleshooting Technician (Port Coquitlam)
🏢 www.KitchenHoods.ca
📍 Port Coquitlam