Service Support Manager

Service Support Manager – Job Description

Position Overview :

The Service Support Manager will lead the transformation of the service organization from a cost center to a profit center, driving value through rapid response and hands-on service delivery. This role is pivotal to the organization’s plan to triple its size within two years and will require a blend of technical expertise, strategic thinking, and strong leadership.

Key Responsibilities

• Execute Service Strategy : Implement the new service model focused on rapid response to customer issues and boots-on-ground support.
• Training & Development : Design, develop, and deliver training programs for service staff to ensure high-quality customer support.
• Cross-Functional Collaboration : Work closely with engineering and sales teams to create and price aftermarket parts kits, ensuring alignment with organizational goals.
• Customer Issue Resolution : Lead efforts to resolve customer issues swiftly and effectively, maintaining high satisfaction levels.
• Organizational Growth : Contribute to the plan to grow the service organization threefold within two years by identifying opportunities for expansion and efficiency.
• On-Call Availability : Maintain readiness to respond to urgent service needs as the role requires on-call availability.

Candidate Profile & Requirements

Additional Information

This role is designed for candidates who thrive in fast-paced environments, possess deep technical expertise in HVAC, and are passionate about building and leading high-performing teams. The Service Support Manager will be instrumental in shaping the future of the service organization and driving its success as a profit center.

Compensation & Expectations

Equal Opportunity Employer / Veterans / Disabled

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