What are the responsibilities and job description for the HVAC Market Growth Director — Parts Sales Leader position at HTS Engineering Ltd.?
HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.
Qualifications
- Bachelor’s degree or equivalent combination of education and relevant professional experience required
- Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments
- Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions
- Proven ability to train, coach, evaluate, and direct the work of team members
- Excellent written and verbal communication skills, including strong active listening abilities
- Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions
- Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner
Responsibilities
- As the Parts Sales Rep, you will lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience
- This role is responsible for coaching and developing team members, managing daily workflows, and ensuring service levels consistently meet business and customer expectations
- The ideal candidate is a hands-on leader who thrives in a fast-paced environment, promotes team engagement, and is passionate about developing talent and continuous improvement
- Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service
- Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities
- Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement
- Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction
- Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner
- Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy
- Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives
- Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience
- Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization
- Basic understanding of industry practices, products, and customer support operations
- Familiarity with contact center operations and service performance metrics is a plus
HTS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.