Function
TECHNICAL SERVICE MANAGER
FLSA Designation
Position Summary
The Regional Technical Service Manager supports internal and external customers who install / repair and maintain heating and air-conditioning systems including conducting training. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure customer satisfaction while meeting departmental goals and objectives.
Position Responsibilities
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
Job Title
Technical Service Manager
Nature and Scope
•Works within knowledge
•Provides guidance to internal and external customers
Knowledge and Skills
•Formal Product Training - effectively train / educate customers on our products
•Strong HVAC technical knowledge, operating systems, mechanical and electrical ability
•Excellent customer service, relationship management and interpersonal skills
•Proficiency in MS Outlook, Word, Excel and PowerPoint
•Must have excellent communication skills both written and verbal and HVAC technical acumen
•High level of attention to detail and problem solving skills
•Excellent organizational, time management and project management skills
•Ability to apply good judgement, strong work ethics and integrity on the job
•Highly self-motivated and directed with the ability to work in a fast moving environment
Experience
•5 years
Education
•High School Diploma or GED equivalent
•HVAC training/certification required
People Management
No
Physical Requirements / Working Environment
•Must be able to perform essential responsibilities with or without reasonable accommodations
•Travel is required - up to 30%
Reports to:
Divisional Technical Manager / Technical Sales
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.