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HVAC Technical Services Supervisor
2 months ago
The Technical Services Manager (TSM) serves as a crucial link among clients, contractors, suppliers, manufacturers, and sales personnel. This role oversees the activities of technicians and contractors involved in diagnosing equipment issues and offers informed recommendations. The TSM is responsible for conducting training sessions for contractors focused on the application, installation, and troubleshooting of HVAC systems. Furthermore, the TSM addresses warranty claims and defective factory work, assessing repair needs and authorizing replacements for the customer base. This position reports to the Senior Technical Service Manager for the region or the Regional Vice President.
Key Responsibilities
- Assist clients in troubleshooting, analyzing, and diagnosing HVAC systems.
- Provide training on parts and services to contractors and technicians.
- Act as a communication bridge between contractors and clients through phone support and on-site visits.
- Conduct site visits to aid in troubleshooting and equipment evaluation, guiding contractors on potential repairs and alternatives.
- Collaborate with the Territory Manager to perform contractor visits and proactively evaluate service requirements.
- Serve as an escalation point for warranty concessions and resolution of client complaints.
- Coordinate with branch staff to ensure the facility is well-maintained.
- Functionally test and/or repair returned or damaged equipment.
Required Knowledge, Skills, and Abilities
- Exceptional customer service abilities.
- Comprehensive knowledge of HVAC terminology and associated products.
- Deep understanding of system operations and maintenance.
- Strong analytical and problem-solving skills.
- Capability to provide guidance and mentorship to others.
- Aptitude for interfacing with various business segments, including contractors, clients, suppliers, and manufacturers to resolve issues.
- Ability to meet deadlines effectively.
Qualifications
- Five to seven years of relevant experience in the HVAC sector.
- Associate's degree or equivalent experience from a Technical/Trade school or a comparable combination of education and experience.
Working Environment
- Office setting utilizing standard office equipment, with occasional off-site visits to collaborate with contractors and suppliers. Travel is minimal.
- Regularly required to stand, walk, sit, bend, kneel, or climb, with some lifting involved.
- Familiarity with MS Windows software or NxTrend systems is preferred.
- Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.
