Branch Technical Service Manager

Job Description

As a Branch Technical Service Manager for York Factory Direct you will play a pivotal role in ensuring customer satisfaction through providing excellent support and customer service. This position supports dealers, customers, and internal teams through expert troubleshooting, targeted training, and effective warranty administration. The ideal candidate is a skilled communicator and problem solver who thrives in a fast-paced, service-oriented environment and is committed to delivering responsive, respectful, and solution-focused support.

This role requires a deep understanding of HVAC systems and related technologies, a dedication to continuous learning, and the ability to build strong relationships with both internal and external stakeholders. As a Branch Technical Service Manager, you will serve as a technical resource, trainer, troubleshooter, and liaison between the field and the factory. You'll be expected to conduct site visits, lead training sessions, manage warranty claims, and support branch operations while maintaining high standards of professionalism, integrity, and responsiveness. Your ability to listen, empathize, and resolve issues efficiently will directly impact customer loyalty and our success.

Job Responsibilities

• Customer Support

Deliver respectful, solution-focused service to customers via phone, email, and site visits. Listen actively, resolve issues efficiently, and escalate when necessary.

Provide technical training for dealers.

Assist with warranty claims, parts lookup, equipment matching, CSA training, and other technical needs.

File and manage claims, investigate denials, and collaborate with dealers and warranty teams to ensure resolution.

Stay current with new products and technologies. Complete required training.

Perform additional tasks as assigned. Adapt to a dynamic role with varied responsibilities.

Qualifications : Qualifications

Required Qualifications :

Preferred Qualifications :

Additional Information

Equal Opportunity Employer, including disability / veterans

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