Technical Support Manager

4 days ago


Minneapolis, Minnesota, United States Greenheck Full time
Job Summary

We are seeking a highly skilled Technical Support Manager to lead our HVAC technical support team. The successful candidate will have a strong background in HVAC systems, excellent management and communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities
  • Lead and manage the technical support team, including daily staffing and scheduling to ensure maximum wait times are maintained.
  • Develop and manage long-term goals for the team, including hiring, project management, and training.
  • Communicate effectively with internal and external customers, including field service technicians and sales teams.
  • Ensure that the team maintains ownership of reported field issues and implements solutions in a timely manner.
  • Work closely with field service technicians to provide training, support, and product updates.
  • Facilitate meetings to escalate issues that require input from other business units.
  • Share data and trends with sales, QA, engineering, and production teams regarding product problems and potential improvements.
  • Manage communications and logistics related to service bulletins and warranty changes.
  • Negotiate labor, costs, and materials for warranty work done in the field.
Requirements
  • 4-year Bachelor's degree required.
  • 6-8 years of relevant work experience in technical support, including 6-8 years in a supervisory or managerial role.
  • Microsoft Office Suite knowledge, including Outlook, Excel, and PowerPoint.
  • HVAC technical systems experience preferred.
  • SAP, DocuWare, CAPS, CRM experience preferred.
About Us

Greenheck Group is a leading manufacturer of commercial HVAC products. We are committed to helping our customers 'Build Their Future' through professional growth, challenging leadership roles, and exciting opportunities.



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