Description

SUMMARY

This position will lead, manage, and maintain all activities of the Technical Support & Warranty Department. The Technical Support & Warranty Manager is responsible for overseeing the warranty process and providing oversight to the warranty admins and the processing of warranty claims. This individual will manage the supporting of our customers (contractor, installers, and technicians) in the field and ensuring the delivery of high-quality customer service to both internal and external customers. In addition, the Technical Support & Warranty Manager will gather and analyze data to help gain valuable insights and influence company-wide decision-making.

ESSENTIAL JOB FUNCTIONS

Supervisory Responsibilities:

• LMA – Leadership, Management, Accountability
• Recruits, interviews, hires, and trains new staff in the department. 
• Acts as coach and mentor to all employees in the Technical Support & Warranty departments.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance conversations.
• Handles discipline and termination of employees in accordance with company policy. 

Duties/Responsibilities:

Tech Support

• Conducts regular staff training for product knowledge, competitive positioning, and others, as required.
• Manages all aspects of the training lab and training equipment.
• Maintains knowledge of industry changes, new techniques, or applications that can enhance the ability to meet customer needs.
• Ensures proper phone and email coverage and responsiveness to customer requests to meet customer needs. 
• Serves as the primary escalation point for external/internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner.
• Manages complex customer issues, coordinating appropriate technical personnel, defining work plans, deadlines and driving customer communications until the customer has confirmed issue resolution.
• Manages the Technical Support department to provide technical support to dealer/contractors through phone communication, on-site visits, and technical bulletins.
• Manages and maintains CRM database for Technical Support cases. Ensures all technical support cases are accurate, documented and maintained by the team .
• Supervises and, when applicable, conducts training for dealer/contractors, staff, and others, as necessary for service system design and system application of HVAC products.
• Schedules field visits to support selected product start-up and problem resolution.
• Develops, implements, and continuously improves process documentation for the technical support team.
• Develops training content to ensure a seamless year-round training program for our customers (under the guidance of the Marketing team).
• Facilitates training when necessary.

Warranty

• Manages the company’s warranty segment ensuring claims are processed, resolved, and handled in a timely manner.
• Manages reports on customer interactions, warranty claims, and related statistics.
• Manages communication between the Technical Department and Warranty department on vendor warranty claim resolution.

Other

• Participates in continuous learning & development and training initiatives through department specific trainings, MN Air University, HR training programs, tech-support led courses, Webinars, or other job-related trainings to foster a continuous learning and development mindset.

Performs other related duties as assigned.

Requirements

REQUIRED SKILLS/ABILITIES

• Excellent written and verbal communication skills.
• Strong interpersonal and time-management skills
• Ability to effectively communicate critical issue status to leadership team, sales teams, & other stakeholders.
• Ability to troubleshoot technically complex issues and understand how those issues impact the customers business priorities to develop solutions.
• Solid experience in data analysis and reporting; HVAC industry experience preferred.
• Ability to stay up to date on industry best practices, policies, news, and trends.
• Capacity to understand business needs and objectives (big picture, across departments)
• Ability to define company-wide metrics and relevant data sources.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business and/or Mechanical Engineering (or related field) from a four-year college or university
• Minimum 2-year vocational training from an accredited HVAC institution
• 5 to 8 years’ related experience and/or training

Equivalent combination of the above education and experience

• Previous experience in HVAC, HVAC sales and/or distribution network (required)