What are the responsibilities and job description for the Customer Support & Training Manager position at Temperature Systems Inc.?
Job Title: Customer Support & Training Manager Department: Service (GB or MSN)
Reports to: President/CEO Job Type: Full-Time/Exempt
About TSI: Temperature Systems Inc. (TSI) is an employee-owned HVAC distributor that prides itself on being customer focused, fostering ownership thinking, respecting others, and continuously evolving. We believe in creating a supportive work environment where these core values are at the heart of everything we do. If you share these values, you’ll thrive with TSI!
What Does TSI Offer:
- 100% Employee-owned
- Growth and leadership opportunities with a responsive and family-like culture
- Advance your career through our tuition reimbursement program
- Great company culture and employee events. Past experiences have included things like baseball games, chili cookoffs, ESOP bean bag competitions and more!
- Paid vacations and holidays
- Competitive Pay & Benefits
TSI ‘s service area covers northern Illinois, eastern Iowa, and the U.P. of Michigan with distribution centers based in Madison and Green Bay.
Job Summary:
A key member of the Leadership Team with a functional focus on Customer Service / Order Management, Technical Support, Warranty Administration and Dealer & Employee Training. The Customer Support & Training Manager will partner with his / her peers and staff as well as the SLT and embrace a One Team style working collaboratively for the greater good of the business. This leader must embody TSI’s values every day and serve as an example to others not just for what we do, but how we do it.
TSI CORE Values
- Customer Focus
- Ownership Thinking
- Respect Others
- Evolve
Customer Service Key Deliverables
- Ensure all Customer Service team members are living our CORE Values
- Provide dealers outstanding support with technical issues and escalate as needed
- Provide our dealers, and our outside sales team Order Management support ensuring accurate and on time order entry and delivery
- Provide developmental opportunities for staff to support their career development plans
Technical Support
- Provide employees and dealers with technical phone support
- Provide employees and dealers with robust in person and virtual technical training
- In house experts on technical aspects of the products we carry
TSI University Deliverables
- Establish a comprehensive package of virtual and in person training opportunities are offered to our employees and dealers
- Partner with Marketing to deliver communications to our dealers regarding training offerings
- Evolve the training over time based on product changes and dealer needs
- Support leadership in the development plans for employees
Warranty Administration
- Process all warranty claims with a goal to have 0 open claims over 30 days old
- Partner with Carrier to make sure all processes are being followed in an effective and efficient way
- Partner with the sales and the dealer network to ensure knowledge of how the warranty policies and procedures work and contracts / sales orders are written accordingly.
- Open and willing to perform other duties as assigned
Nuts and Bolts of TSI:
We were founded in 1947 and are now one of the largest HVAC distributors in Wisconsin. From our distribution centers we provide delivery of product and supplies, along with providing an array of other services including training, business consulting, system design, and technical support, all for our HVAC dealers. Our greatest asset is our family of well-trained and talented employees who are also owners of the company through an ESOP: an Employee Stock Ownership Program. Around 100 employees in Green Bay and Madison locations represent hundreds of years of experience in the HVAC industry.
We are a 100% Employee-Owned Company! Through the ESOP process, every employee has indirect ownership at Temperature Systems. Employee ownership isn’t just a title, it’s a mindset and a desire to provide the highest level of customer satisfaction possible. We do our best to meet our customers’ needs quickly and accurately the first time.
