Director of Technology and Training
3 weeks ago
Role Description
The Director of Tech Service and Training will manage the organization's technical support and training divisions as part of the leadership team. Responsible for creating and revising technical support and training policies, objectives, and initiatives. The individual will develop service-level standards for response times, issue resolution, service quality, and customer satisfaction. They will provide leadership and alignment for technical staff and oversee all technical and training aspects and technological resources of the organization for the purpose of organizational growth. This position is a customer-facing role and requires exceptional communication and negotiation skills with attention to detail.
Qualifications
Bachelor’s degree required - advanced degree in business or related field required.
Minimum of 10 years Technical Services experience – HVAC industry required.
Proficient HVAC Technical skills with broad knowledge of training needs, forecasting, and planning
Familiarity with different sales cycles between the company and the distributor, the distributor and the dealer and the dealer and the consumer and how technical services can assist in increasing sales.
Leadership skills – ability to provide clear, credible vision and strategy; inspires others to follow and interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Judgment/decision making skills – analytic and decisive decision maker with the ability to prioritize and communicate objectives and tactics necessary to achieve organizational goals.
Relationship building – ability to establish and maintain excellent relationships in a highly matrixed environment.
Staff development – ability to develop, manage, mentor and motivate staff. Ensure staff receives adequate training to maintain their level of competency.
Compliance – ability to ensure compliance with all internal and external management and regulatory controls.
Communication – excellent oral and written communication, persuasion, diplomatic and interpersonal skills
Effective management skills – ability to successfully integrate agile methodologies into existing methodologies.
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