As a family-owned and operated company, we feel a special obligation to the employees who comprise our Taco family. We are committed to offering employees access to the tools necessary to live long and productive lives. We strive to instill in all of our employees :
- A positive mental attitude that helps us to be a leader in the industry
- A commitment to building strong relationships, both inside and outside the organization
- A desire to learn, grow, and contribute to moving our strategy forward
- A need to create and to innovate
Employment Type : Regular Full-Time Salary
Shift : 1st Shift
Work Status : Hybrid
Position Summary :
The Supervisor, Technical Services is responsible for aiding with supervising, planning, directing, and coordinating activities of the Technical Services team. They ensure customer satisfaction through product selection, validation, and application and monitor / manage the customer relationship management (CRM) system for product tracking and time usage maximization. The Supervisor, Technical Services assists in implementing improvements and best practices, while ensuring optimal service to internal and external customers through efficient use of resources, information, analysis, problem solving and decision-making. They assist in managing a more complex customer base consisting of representatives, end users, engineers, contractors, and homeowners. In addition, they ensure optimal technical service to the regional managers, customers, representatives through efficient use of resources, information, analysis, problem solving and decision-making.
Measures of Success :
Reduce resolution time on customer inquiries through effective resource managementIncrease customer satisfaction with accurate and timely information derived from process implementation and CRM data interpretationMaintain or improve customer satisfaction as measured through the Voice of Customer (VoC) surveyEfficient management and accurate reporting of small to mid-level field projectsResponsibilities include but are not limited to :
Interprets and analyzes customer HVAC system requirements to ensure proper application.Maintains a high level of proficiency in the systems and tools used to support customer base, including enterprise resource planning (ERP), CRM, product application and system analysis tools.Ensures the timely resolution of all product and system inquiries, including those that are moderate to complex in nature.Answers technical questions and refers technical inquiries to the proper personnel.Coordinates with Product Management and Engineering for special documentation requirements.Manages special product returns for appropriate in-house testing.Recommends, implements, and documents policies, processes, standards and workflows, related to Technical Services and ensures team adherence.Leads and facilitates special projects with other departments based on the needs of the business in order to maintain the highest level of technical service possible.Provides continuous support and training on all aspects of Taco products when required to assist in the field with customers and in-house within the department.Provides on-site services within the field for highly complex technical service issues, collaborating with Engineering, Sales and Product Management to ensure the highest level of customer supportLeads and facilitates periodic internal and external customers / representatives team meetings to align proper product performance and field serviceability.Assists Sales Operations Team in preparation of various reports, surveys, and responds to requests for information.Communicates and interacts with different departments across the organization as needed.Performs other related duties as required or directed.People Management
Evaluates team members to identify strengths and opportunities for improvement; collaborate on development actions and ensure resources necessary to complete actionsCascades relevant and appropriate information about the company and department effectively and in a timely mannerCoaches, develops, and mentors for skill and knowledge developmentExecutes necessary responsibilities of team during absences or alternate engagementEnsures team adheres to company policies, practices, and department standardsAssigns actions and ensure completionReviews work quality and provides feedback and guidance to teamRequired :
Bachelor's degree in Mechanical or Electrical Engineering or related field; significant applicable experience may be accepted in lieu of degree10 years related HVAC work experience5 years of supervisory or management experienceKnowledge of computer-aided drafting (CAD) and RevitExperience using ERP systemsAbility to aid in influencing team members to support company and department goalsAnalytic ability and inductive thinking to make decisions, drive change and promote continuous improvementsStrong team building skills and the ability to create a positive working atmosphereHigh degree of interpersonal communications skills (verbal / written), with the ability to communicate at various organization levelsStrong time management skillsAbility to travel 30-40% of the time to customer locations, job sites, conferences, trade shows, etc.Preferred :
5 years of hydronic specific commercial HVAC experience5 years of HVAC electrical wiring and control installation experienceBilingual - English and Spanish speaking a plus
This position works primarily in an office environment using computers and technology. Verbal and auditory capability are required. Occasional exposure in production plant where large equipment and noise are prevalent. Safety gear is required in these areas.
This position may work from home up to 2X per week if performance is in good standing
This position has approximately 5 direct report(s). Roles may include :
Technical Services Technician 1Technical Services Technician 2Benefits
With nearly 1,000 people working at Taco worldwide, each with their own story, you will discover a sense of community and diverse, intelligent colleagues who help us innovate, create and explore.
Taco employees benefit from a company that :
Provides competitive salaries and benefitsOffers tuition reimbursement, career development, and on-site training programs in our learning centerBelieves in sharing profits with its employeesIs mindful about family, health and well-beingFosters conditions that allow people and communities to reach their full potentialEmbraces and celebrates diversityTacoComfortSolutions
