After Sales Technical Support Manager

14 hours ago


North Tonawanda, New York, United States Armstrong Fluid Technology Full time
Job Title: After Sales Technical Support Manager

Armstrong Fluid Technology is seeking a highly skilled After Sales Technical Support Manager to lead our team in delivering exceptional customer service and support in the Americas.

Key Responsibilities:
  • Optimize warranty and technical support workflows to ensure swift issue resolution.
  • Collaborate with global teams to implement service module enhancements and improve operational efficiency.
  • Maintain robust staffing, training, and resource allocation for prompt 24-hour customer response.
  • Foster alignment with Engineering, Quality Control, and Operations to streamline processes and elevate service standards.
  • Partner with Sales to enhance customer satisfaction and mitigate financial impacts through proactive service strategies.
Customer Satisfaction and Team:
  • Monitor and enhance customer satisfaction metrics through proactive resolution strategies.
  • Cultivate a dynamic team environment that champions high-quality, customer-directed service and support.
  • Establish clear KPIs and transparent performance management frameworks for continuous improvement.
Training and Development:
  • Develop comprehensive service training materials and conduct sessions for internal teams, partners, engineers, and end-users.
  • Support new product launches through active involvement in Stage Gate offer development processes.
Requirements:
  • Minimum 10 years of experience in managing After Sales Support operations, preferably in a global context.
  • Bachelors degree preferred.
  • Proven track record in leading cross-functional teams and driving impactful change.
  • Strong technical proficiency in HVAC products and systems; familiarity with Asset Management Systems is advantageous.
  • Ability to interpret construction drawings and schematics, and effectively communicate technical information to diverse audiences.

At Armstrong Fluid Technology, you'll be at the forefront of innovation in HVAC technology, shaping customer experiences and driving operational excellence across the Americas. We offer a collaborative work environment, opportunities for professional growth, and a commitment to delivering industry-leading service and support.



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