Overview

AprilAire is a growing Madison-based company and an industry leading provider of healthy air solutions. We believe everyone deserves healthy air. You will join a team of professionals who are passionate, customer focused, adaptable, and leading the way for new HVAC technologies and innovative thinking. We are proud to have products in over 7 million homes and look forward to our continued success. Give your career a breath of fresh air today and consider joining our team! 

Due to an internal promotion, we are seeking a 1st shift Technical Product Support Supervisor. Our Technical Product Support team receives calls, emails, and chat messages from our HVAC contractors and homeowners looking for product support/questions about our air cleaners, thermostats, dehumidifiers, etc. 

No need to know HVAC products, we provide comprehensive training in house through our AprilAire Academy! If you are an excellent people leader, read on! 

Shift: 1st shift M-F, Call center is open to our customers from 7am-5pm, your shift would be within this range

Location: 130 S. Ingersoll. Madison, WI. 53703

Responsibilities

Your day will include:

• Partner with Sr. Customer Service Manager to ensure department objectives are supported and achieved.
• Oversee day-to-day activities within Technical Product Support Team:
  • Manage staffing to ensure coverage for all work functions to support customer satisfaction and achieve company goals.
  • Focus on team member development by providing feedback and conducting individual coaching sessions. 
  • Conduct monthly quality evaluations to ensure high quality customer service performance and standard processes are being followed.
  • Go-to person for team questions – technical troubleshooting questions, product knowledge, warranty questions, standard daily process inquiries, etc.
  • Identify areas of training and organize team Huddles or individual sessions.
  • Document and maintain all standard operating procedures to ensure consistency.
  • Review and analyze metrics.
• Cultivate a positive and collaborative team environment with a problem resolution mindset.
• Be an example of what good looks like to represent Aprilaire’s Core Values.
• Interview, hire and onboard new team members.
• Resolve customer escalations by identifying root cause, finding a resolution, and providing feedback.
• Work closely with internal business partners to ensure great communication – new product launch, product changes, etc.
• Continuous review of processes to implement efficiency improvements.
• Proactively identify technical/quality trends and communicate with internal business partners.

Qualifications

If the below says, "Me!" apply today:

• 2 years experience developing and supervising others 
• Positive can-do attitude with a passion for learning and self-improvement.
• Ability to build a positive team environment, motivate team members, and recognize high performance.
• Ability to adapt to change, support leadership decisions, and help team members through the change curve.
• Effective critical thinking and conflict resolution skills – ability to gather facts, process information provided, and identify solutions in a timely manner.
• Exceptional customer service skills.
• Excellent verbal/written communication skills, including acting as a good listener.
• Effective attention to details and organizational skills.
• Computer experience is a must – basic key boarding, dual monitors, Microsoft Office (Word, Excel, Access), and Outlook. 

A GREAT PLACE TO WORK FOR ALL! At AprilAire our employees are our most important resource. That's why we offer comprehensive benefits and unique company perks, and why we create a shared purpose in giving back to our communities.

We care about your health by providing...

• a comprehensive health insurance plan 
• dental and vision insurance
• flexible spending account
• progressive wellness programming for you and your family (including fitness programs and incentives) 

We care about your wellbeing by providing...

• vacation and holiday pay
• summer hours
• dress for the day (casual dress code)
• free coffee and popcorn
• employee discounts on AprilAire products
• a fantastic team environment

We care when you need it most by providing...

• company-sponsored short and long term disability plans
• parental leave
• employee assistant program
• identity theft protection
• bereavement pay

We care about your financial wellness by providing...

• 401(k) with company match and generous profit sharing
• three types of life insurance coverage
• college savings plan
• scholarship awards

We care about your growth by providing...

• tuition reimbursement program
• learning and development opportunities

We care about our community by...

• giving back to local charities through fundraising, volunteering, and charitable events
• sponsoring employees and immediate family members for their participation in charitable events

AprilAire does not accept unsolicited resumes from search firms. Regardless of past practice, all resumes submitted by search firms to any team member at AprilAire without a valid written search agreement in place for that position will be deemed the sole property of AprilAire, and no fee will be paid in the event the candidate is hired by AprilAire as a result of the referral or through other means. Search agreements must be made with a member of the AprilAire Human Resources team to be considered valid.

Applicants have rights under federal and state employment laws:

Equal Employment Opportunity (EEO) En Español

Family and Medical Leave Act (FMLA) En Español

Wisconsin Family and Medical Leave Act (WFMLA) En Español

AprilAire is an E-Verify company 

About The Hiring Manager

Becky Ryan has been a developer of customer service teams for several years working at large scale organizations in the past. Becky is a supportive manager who appreciates new ideas and someone with hustle!