Technical Service Manager

Job Title

Principal Duties and Responsibilities

• Works with customers to assist in troubleshooting, analyzing and diagnosing HVAC products
• Conducts parts and service training with contractors and technicians.
• Acts as a liaison between contractors and consumers through telephone support and/or jobsite visits.
• Visits job sites to assist with troubleshooting and equipment analysis. Provides direction to contractors on possible repairs and alternatives.
• Partners with Territory Manager to conduct contractor visits and proactively assess service needs
• Escalation point for warranty concessions and consumer complaint resolution.
• Work with branch personnel to maintain the facility in an orderly fashion.
• Functionally test and/or repair returned or damaged equipment.

Knowledge, Skills and Abilities Required

• Excellent customer service skills.
• Thorough knowledge and understanding of HVAC terminology and related products.
• Thorough understanding of systems operations and maintenance.
• Strong problem-solving and analysis skills.
• Ability to provide direction and coaching to others
• Ability to interface with multiple segments of the business including contractors, consumers, vendors and manufacturers to resolve issues and problem jobs or equipment
• Ability to meet deadlines

Qualifications

• Five to seven years of related experience in HVAC industry.
• Associate’s degree or equivalent experience with Technical/Trade school or equivalent combination of education and Experience

Working Conditions

• Office environment using office related computer equipment. Occasional work off-site visits with contractors and vendors. Travel is less than 10%.
• Frequently required to stand, walk and sit, bend, kneel or climb. Some lifting required.
• Familiarity with MS Window software or NxTrend systems.