Technical Services

2 weeks ago

Ann Arbor, United States Tecumseh Products Company Full time
Job DescriptionJob Description

Company Overview:

For over 90 years, Tecumseh Products Company (TPC) has been a leading global manufacturer of compressors and related value-added systems, solutions and products for the HVAC&R industry, operating in multiple regions across the globe. It is our long history and strong brand image that continue to build our future. To help us as we advance in the next chapter of our history, we need people who are passionate and enthusiastic, willing to work in a multi-cultural environment and energized by bringing new and innovative products and services to the global HVAC&R industry.

Position Overview:

The Technical Services & Training Support Manager is a critical customer centric support role in Tecumseh’s organization. This position is responsible for promptly responding to incoming telephone calls and e-mail enquiries from authorized wholesalers / distributors and field service technicians, contractors & installers that require product / engineering support and / or technical assistance with installing, servicing and / or applying Tecumseh compressors, condensing units, unit coolers, and replacement parts in various HVAC&R systems and applications. This role is also responsible for developing training materials, video content, collaterals, tools and documentation – in collaboration with the marketing team – required to support and train both internal and external Tecumseh customers with product selection, installation, servicing, product application, cross referencing, replacement parts look-up and other related technical support needs across the Tecumseh portfolio.

Job Responsibilities:

  • Field incoming telephone calls and e-mails from internal and external customers for technical product support; and respond in a courteous and timely manner.
  • Apply air-conditioning and refrigeration system / application knowledge to troubleshoot compressor and / or condensing unit operation and / or performance issues.
  • Access on-line tools and reference materials to aid in responding to calls and emails.
  • Develop technical and knowledge-based articles, training material / collaterals to advance customers’ knowledge for proper selection and application of Tecumseh compressors, condensing units, unit coolers, and replacement parts.
  • Support Tecumseh marketing and product managers in the development and review of product collaterals, video training content, advertising materials, installation instruction manuals, technical white-papers, replacement parts, accessories and related documents.
  • Develop information needed to cross reference Tecumseh’s legacy to new product offerings.
  • Research competitive product offerings and provide information needed to cross reference competitive products to comparable Tecumseh offerings.
  • Perform other duties as assigned within the scope and intent of the position.

Required Education and Experience:

  • Require minimum associate’s degree or equivalent combination of education and experience in HVAC&R industry.
  • Require at least ~10+ years of related HVAC&R industry experience, with specific knowledge of compressors and condensing units.
  • Advanced PC skills required with proficiency in Microsoft Office.
  • Functional knowledge of ASHRAE, AHRI, UL, DOE, EPA standards and regulations.
  • ORACLE / SAP / JDE or other global ERP system knowledge and experience is an advantage.
  • Spanish language skills (reading / writing) an advantage.
  • Prior experience with managing a team(s) an advantage.
  • Other HVAC&R industry related accreditation, training, certification an advantage.

Required Skills/Abilities:

  • Demonstrated HVAC&R analytical and problem-solving, problem mapping skills including electrical and mechanical diagnostic skills.
  • Demonstrated strong skill set in interpersonal and communication skills (both verbal and written).
  • Demonstrated experience presenting technical level training to large groups of contractors / installers / consulting engineers / sales teams.
  • Must be willing to work independently with minimal supervision and self-schedule.
  • Must be able to operate in a matrixed organization.
  • Proven track record of establishing goals and objectives, handling multiple priorities and completing tasks on time.
  • Effective organizational and time management skills.
  • Ability to demonstrate high levels of initiative and the ability to follow through on projects.
  • Proven HVAC&R industry experience.
  • Prior field experience as an HVAC&R field technician an advantage.

Additional Information:

Travel: Occasional travel is required – approx. ~30% regional travel across USA; with some potential for travel to Canada & Mexico from on a less frequent basis.

Physical Demands: Lifting a minimum of 35lbs, occasionally. This position is primarily a desk position where long periods of working on a computer and telephone are required.

Tecumseh Products Company is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, religion, sex, citizen status or veteran status.

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