Director Data Center AirReps

The Director of Technical Support ensures inter-departmental alignment and ensures quality support services are available to all our internal and external customers who install, repair and maintain and operate heating and air conditioning systems.

Position Responsibilities may include:

• Ensure excellent customer experience throughout the customer journey, across the entirety of the organization

• Implement processes that ensure Customer and Employee Success and as well remove any barriers to that goal

• Ensure processes and metrics holding the department to high standards are followed and that there is consistency across the organization

• Evaluate, recommend, and implement new processes and metrics to improve customer satisfaction and increase the overall efficiency of the team

• Monitor team performance and provide direction where needed

• Motivate, inspire, mentor, and support team members

• Provide employee career guidance

• Assist with escalated customer concerns from Team Leads and Team members

• Ensure quarterly deliverables, milestones, and initiatives are met and fulfilled

• Assist with interviewing and selection of new team members

• Facilitate onboarding and training of new hires

• Help create an inspiring team environment and open communication culture

• Lead and assist in Team Meetings

• Assist in Change Management to successfully adopt changes within the organization

• Listen to team member feedback and work with Leads to help resolve any issues or concerns

• Analyze and evaluate software solutions to help track service and commissioning work over multiple sites

• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Develops and implements strategic plans and objectives for the department/sub-function in an effective and innovative fashion 

• Understands the business and can put together comprehensive department solutions  

• Works with other leaders and departments to establish strategic plans and works towards achieving them 

• Provides leadership and direction to managers in their respective division/department 

• Sees to department staffing needs (e.g. interviewing, hiring, new hire and ongoing training, annual evaluations, etc.) 

• Participates in budget development and monitoring of expenses 

• Level of signing authority established by company policy/guidelines

Knowledge & 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:

• 10 years industry experience.

• 8 years people management experience 

Education/Certification

• Bachelor’s degree in related field or equivalent industry job experience

People Management: Yes

Physical Requirements / Work Environment Must be able to perform essential responsibilities with or without reasonable accommodations. Must be able to travel on business or work beyond normal work hours as necessary

Reports To: VP, AirReps

Salary Range: $156,560.00-$178,000.00

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.

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. 

Salary : $156,560 - $178,000