Technical Service Manager

POSITION SUMMARY 

The Technical Service Manager is responsible for staffing, developing, and maintaining the Technical Service team within the Aftermarket Technical Service department. This includes onboarding, training, resource management, and staff development. Through indirect channels, this role aims to sustain and grow operations surrounding workflows, technical support knowledge, and customer satisfaction. The Technical Service manager must maintain strong relationships with other departmental managers to ensure that the technology, processes, and communication align with the company's efforts

ESSENTIAL FUNCTIONS
 

Essential Functions Statement(s)

• Build and develop a self-sustaining support team
• Mentor and be an escalation point for any technical support or account-related issues
• Organize, create, and grow the processes for Technical Support
• Develop staff and ensure processes are used efficiently
• Facilitate resources for the team to ensure high-quality Technical Support for customers
• Ensure target response times are monitored, and requests are processed at a time consistent with the efforts of the organization
• Ensure support lines are staffed to communicate with customers effectively
• Deliver reports and measurements of metrics and performance to staff and management
• Build and maintain written technical documentation resources
• Create and encourage methods for facilitating knowledge transfer within Technical & Field Service teams and extend to communication outside of the department
• Interacts with Commercial Product Managers to define product gaps and improvement opportunities
• Consult with the Technical Services and Applications Engineering team to ensure barriers are clearly understood and share ideas to improve the customer experience.     
• Manage the escalation process for customer cases as needed; requires a thorough and detailed review of pending litigations or insurance claims
• Interact with product engineering and controls engineering to document and improve knowledge transfer within the technical and field support team.
• Create training content to be used for manufacturers' Rep, startup technician, and owner technician training
• Troubleshoot system failures and recommend corrective actions
• Translate diagnostic information and trends into systemic job site installation issues
• Translate diagnostic information and trends to define improper HP chiller operation
• General refrigeration system knowledge in chiller systems, both Air-cooled and water-cooled
• Follows all code requirements, safety regulations, and OSHA, such as the Lock Out/ Tag Out Policy; uses protective gear when required; adheres to the Confined Space Policy, etc.
• Knowledge of Electrical systems /Variable frequency drives
• 5 years of experience servicing WSHP
• Collaborate with leadership and technical support team to achieve future departmental and company goals
• Performs all job responsibilities in alignment with the core values, mission, and purpose of the organization
• Adheres to the highest moral, ethical, and legal standards to deliver an environment that promotes respect, innovation and creativity
• Supports and promotes a positive, inclusive workplace, one in which the talents and strengths of our increasingly diverse workforce are welcoming, further developed, and manifested in our work
• Provides clear vision, strategies, support, and expectations to ensure employees can learn, grow, and expand their skills, perspectives, and experiences

Supervisory Responsibilities:

Yes

Skills & Abilities

Education:

·         BA or BS in a related field or equivalent work experience is preferred.

·         Completion of an approved HVAC/R apprenticeship earning an industry-recognized Journey-level Certification or post-secondary education (technical training and/or business/management courses) and training is preferred. 

Experience:

·         Minimum ten years of HVAC experience with management experience preferred.

Computer Skills:

·         Proficient with Microsoft Office Suite products.

Certificates & Licenses:

·         OSHA 30 (preferred)

·         EPA (preferred)

Other Requirements:

·         Knowledge of UL, NFPA, CE, and CSA is preferred. The candidate must also be willing and able to travel domestically and internationally.