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
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
Create and encourage methods for facilitating knowledge transfer within Technical & Field Service teams and extend to communication outside of the department
Interact 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 welcomed, 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
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)