Service Manager - Residential HVAC

Service Manager (Residential HVAC) North America Midea America Corp., is one of the worlds largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. In North America we strive to aim high, put the customer first, transform and innovate the marketplace, utilizing our commitment, dedication, inclusion, and partnership with our teams. Midea America is a subsidiary of the Midea Group, a global company with over 150,000 employees and operations in more than 195 countries. As a publicly listed company, we are ranked #245 as a Fortune Global 500 company and offer one of the most comprehensive product portfolios in the industry. Location: Plano, Texas, USA Key Responsibilities 1. Establish After-Sales Infrastructure Responsible for building the HVAC after-sales service system for the North American region. Benchmark against industry leaders to develop after-sales management plans tailored to the local market. This includes defining operating policies, service workflows, and quality standards covering the entire lifecycle: customer inquiry response, fault reporting, spare parts supply, technical support, and closed-loop complaint management. 2. Oversee After-Sales Operations Manage and coordinate the Customer Contact Center, spare parts warehousing, technical support teams, training programs, and supporting systems. Ensure seamless integration between modules, drive operational efficiency, and guarantee the achievement of Key Performance Indicators (KPIs). 3. Lead Technical Support & Knowledge Management Direct product technical support efforts and collaborate with technical specialists to resolve complex issues. Lead the development of a North American After-Sales Knowledge Base, integrating core resources such as technical manuals, FAQ solutions, and policy interpretations. 4. Drive Service and Product Improvement Collect and analyze North American customer feedback, competitor trends, and regulatory changes. Use these insights to drive product iterations, optimize after-sales policies, and improve service processes to continuously enhance product competitiveness and service quality. 5. Cross-Functional Collaboration & Resource Coordination Work closely with local US distributors, the US subsidiary, and the Chinese headquarters. Facilitate high-efficiency coordination regarding service policies, technical support, and resource allocation to support the sustainable growth of the companys North American business. Job Requirements 1. Technical Expertise: Deep familiarity with North American HVAC industry standards and technical specifications. In-depth understanding of commercial and residential HVAC systems (Heating, Ventilation, and Air Conditioning) regarding principles of operation, installation, commissioning, and maintenance/repair. 2. Experience: Minimum of 5 years of front-line customer support experience in the North American HVAC industry, including at least 2 years in a leadership or team management role. 3. Market Insight: A profound understanding of the North American HVAC market landscape, customer needs, service pain points, and industry trends. Familiarity with local after-sales and spare parts supply chain operational models. 4. Software Proficiency: Skilled in Microsoft Office (Excel, PowerPoint, Word). Familiarity with After-Sales CRM systems and related mobile service applications. Feature Benefits Medical insurance Vision insurance Dental insurance 401(k) Midea America Corp. is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.