Technical Service Manager

May include:

• Effectively work as a liaison between the Company, its vendors, and the customer.
• Provide support for dealers/contractors to resolve technical issues.
• Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation.
• Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints.
• Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes.
• Field Communication / RMA / Service Bulletin Support. Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on success of Corrective Actions
• Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates.
• Produce training materials for sessions.
• Produce materials and conduct installation and service training sessions.
• Responsible for a high quality, cost-efficient and on time service operation (internal and external).
• Ensure the availability and quality of communications with our customers.
• Manage service technician team and coordinate their training and suggestions for improvements and ideas with other divisions of the company.
• Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency, and the training and execution of all related processes.

Nature and Scope :

• Works within knowledge.
• Adept at keeping management informed.
• Ability to work in a structured environment with little day-to-day management – and meet objectives.
• Must be hands on, technical, and be able to relate to people

• Get it done mentality, while remaining in scope and compliance with policy, the law, and when on base (while observing base rules and courtesies).
• Provides guidance to internal and external customers

Knowledge and Skills

• Must have excellent communication skills both written and verbal.
• Excellent customer service skills.
• Proficiency in MS Word, Excel, and PowerPoint.
• Adept at learning and applying technologies.
• Formal Product Training.
• Strong working knowledge in the HVAC industry
• Demonstrated leadership ability, customer support aptitude, mechanical and electrical ability, and excellent communication skills.
• Previous proven leadership skills demonstrating Independent judgment and decision-making abilities.
• Highly self-motivated and directed with the ability to work in a fast-moving environment.
• Must be detail-oriented with excellent organizational and project management skills.

Experience:

• 5+ years minimum in HVAC required. Must be able to get access to military bases – obtain Security Clearance.

Education:

• High School Diploma or GED equivalent.
• Must be able to get access to military bases – obtain Security Clearance

Physical Requirements / Working Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations. Travel requirement is up to 40-50%, with frequent need for overnight. Travel could vary depending on job sites and home locations.

Salary Range - $90,000.00 to $113,000.00

The Company offers a comprehensive benefits package. Benefits for employees include healthcare and dental insurance, life and long-term disability insurance, 401K and different types of paid time off.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities. #ZR1 #IND123