TECHNICAL SERVICE MANAGER

Description The Regional Technical Service Manager supports internal and external customers who install / repair and maintain heating and air-conditioning systems including conducting training. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure customer satisfaction while meeting departmental goals and objectives. Position Responsibilities may include: Provide support for dealers/contractors to resolve technical issues  Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation   Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints   Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes  Field Communication / RMA / Service Bulletin Support Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on the success of Corrective Actions  Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates  Produce training materials for sessions  Produce materials and conduct installation and service training sessions   Responsible for high quality, cost-efficient and on-time service operation (internal and external)  Ensure the availability and quality of communications with our customers   Perform additional projects/duties to support ongoing business needs. Nature & Scope: Applies advanced knowledge of job area typically obtained through advanced education and work experience Manages projects and processes while working independently and with limited supervision Coaches and reviews the work of lower-level professionals Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions Knowledge & Skills: Formal Product Training – effectively train/educate customers on our products  Strong HVAC technical knowledge, operating systems, mechanical and electrical ability  Excellent customer service, relationship management, and interpersonal skills  Proficiency in MS Outlook, Word, Excel, and PowerPoint  Must have excellent communication skills both written and verbal and HVAC technical acumen  High level of attention to detail and problem-solving skills  Excellent organizational, time management, and project management skills   Ability to apply good judgment, strong work ethics, and integrity on the job  Highly self-motivated and directed with the ability to work in a fast-moving environment Ability to apply good judgment, strong work ethic, and integrity on the job. Experience: 5+ years in field service and repair Education/Certification: High School Diploma or GED equivalent  HVAC training/certification required People Management: No Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations Travel is required – up to 30%  Reports To: Manager, Divisional Tech Services Salary: $84,000.00 to $105,000.00 Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.