Technical Services Lead
The Technical Services Lead role requires a bachelor's degree in engineering or a related field, or an equivalent combination of education and experience, with at least 8 years of relevant HVAC experience.
About the role
This role serves as a key liaison between various teams to address product quality, reliability, and field performance issues. It involves driving continuous improvement initiatives through technical expertise, cross-functional collaboration, and customer insights.
Responsibilities
- Investigate, analyze, and compile technical data to communicate product quality concerns and field issues to stakeholders.
- Lead cross-functional teams in identifying root causes and implementing corrective actions for field service and product performance issues.
- Track, manage, and report the status, progress, and associated costs of active projects and improvement initiatives.
- Monitor product quality trends and develop service bulletins, application bulletins, and other technical communications as needed.
- Visit customer sites to observe, document, and troubleshoot field issues while supporting timely and effective problem resolution.
- Collaborate with New Product Development teams to evaluate service requirements, technical support needs, and product maintainability.
- Represent Technical Support throughout the Stage-Gate Product Development Process, ensuring support readiness and service considerations are incorporated into product launches.
- Review technical documentation for new products and assist in identifying training needs, content development, and launch readiness activities.
- Develop and deliver technical training programs for internal teams on new products, product enhancements, and technical updates.
- Provide technical leadership, mentorship, and guidance to less experienced team members and support staff.
- Champion continuous improvement efforts by identifying opportunities to enhance product quality, reliability, serviceability, and customer satisfaction.
Requirements
- Must have a valid driver's license and be eligible to rent and operate rental vehicles for business travel.
- Must be physically able to climb ladders and make roof-top inspections.
- Strong understanding of Microsoft Excel, PowerPoint, and Word.
- SAP knowledge is a plus.
Qualifications
- Projects a positive and professional image at all times, assisting customers promptly and conducting all business in a friendly, courteous, and knowledgeable manner.
- Demonstrates ability to advocate, organize, problem-solve, and provide root-cause results.
Skills
- Strong understanding of HVAC systems and technologies.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving skills.
Benefits
- Annual bonus in accordance with the terms of the Company’s applicable plan.
- Tuition reimbursement.
- Medical, dental, and vision insurance.
- Prescription drug coverage.
- 401(k) retirement plan.
- Short-term disability insurance.
- 8 weeks paid birthing leave.
- 2 weeks paid bonding leave.
- Life and long-term disability insurance.
- Up to 12 days paid time off.
- Up to 2 paid well-being days.
- Up to 1 paid volunteer day.
- Up to 10-11 paid holidays.
- Up to 3 floating holidays per year.
Pay
The starting salary range for this role and market is between $109,000 - $142,500 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.
Schedule
Employees in this role are not eligible for overtime.