Technical Services Manager

May include: <br><ul><li>Provide support for dealers/contractors to resolve technical issues</li><li>Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation </li><li>Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints </li><li>Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes</li><li>Field Communication / RMA / Service Bulletin Support Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on success of Corrective Actions</li><li>Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates</li><li>Produce training materials for sessions</li><li>Produce materials and conduct installation and service training sessions </li><li>Responsible for a high quality, cost-efficient and on time service operation (internal and external)</li><li>Ensure the availability and quality of communications with our customers </li><li>Manage service technician team and coordinate their training and suggestions for improvements and ideas with other divisions of the company </li><li>Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency, and the training and execution of all related processes</li><li>Participate in additional projects/activities to support ongoing business needs</li></ul><br>Nature & Scope: <br><ul><li>Works within knowledge</li><li>Provides guidance to internal and external customers</li></ul><br>Knowledge & Skills: <br><ul><li>Formal Product Training - effectively train / educate customers on our products</li><li>Strong HVAC technical knowledge, operating systems, mechanical and electrical ability</li><li>Excellent customer service, relationship management and interpersonal skills</li><li>Proficiency in MS Outlook, Word, Excel, and PowerPoint</li><li>Must have excellent communication skills both written and verbal and HVAC technical acumen</li><li>High level of attention to detail and problem-solving skills</li><li>Excellent organizational, time management and project management skills </li><li>Ability to apply good judgement, strong work ethics and integrity on the job</li><li>Highly self-motivated and directed with the ability to work in a fast-moving environment </li></ul><br>Experience: <br><ul><li>5+ years</li></ul><br>Education: <br><ul><li>High School Diploma or GED equivalent</li><li>HVAC training/certification required</li></ul><br>Physical Requirements/Work Environment: <br><ul><li>Must be able to perform essential responsibilities with or without reasonable accommodations</li><li>Travel is required - up to 30%</li></ul>