TECHNICAL SERVICE MANAGER

May include;

• 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
• Participate in additional projects/activities to support ongoing business needs

Nature & Scope:

• Applies practical knowledge of job area typically obtained through advanced education and work experience
• Encouraged to seek continuous improvements
• Performs a range of mainly straightforward assignments
• Works independently with general supervision
• Problems faced are difficult but not typically complex

Knowledge & Skills:

• Excellent communication and interpersonal skills to interact effectively with diverse client group
• Ability to troubleshoot in-depth service issues
• Ability to read, analyze, and interpret technical business periodicals, professional journals, and technical procedures
• Ability to write reports, business correspondence, and procedure manuals
• Ability to read and edit technical drawings/prints
• Ability to effectively present information and respond to questions from management, and customers
• Ability to work in a technically dominated environment: engineering, contracting, and construction. Trades and ability to absorb and commit technical information to knowledge quickly
• Ability to anticipate and solve practical problems and resolve issues
• Self-starter with the ability to work both independently and within a team
• Ability to effectively communicate ideas and properly describe problems and solutions
• Ability to effectively handle multiple tasks, time management, and prioritization skills
• Well-developed planning, organization, analytical, and decision-making skills
• Proficient computer skills, such as Excel and PowerPoint, Word (MS Office)
• Ability to produce clear, timely, and concise documentation and have well-developed problem-solving skills
• Ability to apply good judgment, strong work ethic, and integrity on the job

Experience:

3-5 years of experience in the HVAC field or a technical support role

Education:

High School Diploma or GED Equivalent
Vocational Certification / HVAC Technical Training

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations
• Required regularly to sit, talk, and listen
• Required to stand, walk, use hands to pick up, handle or feel and reach with arms
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary
• Must be able to travel on business occasionally or work beyond normal work hours as necessary
• Must be able to lift boxes and/or equipment of up to 30 pounds
• Working Conditions –noise level in the work environment is usually quiet to moderate

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.