TECHNICAL SERVICE MANAGER

Job Description

Job 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 :

Knowledge & Skills :

Experience :

Education / Certification :

People Management : No

Physical Requirements / Work Environment :

Reports To :

Compensation : $80,000.00-$90,000.00

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.