Regional Technical Services Manager

7 days ago

Berkeley, California, United States Samsung HVAC America, LLC Full time
Samsung HVAC America, LLC Job Description

Job Title: Regional Technical Services Manager

Department: Technical Services & Training

FLSA Status: Exempt

Position Reports to: National Technical Services Manager

This position provides specialized, senior technical and training support for customers, staff, and external users of Samsung HVAC products. Support may be delivered by telephone, via email, and/or onsite (or remote using appropriate technologies) and would consist of diagnostic and troubleshooting of product and system issues, assisted start-ups, and technical and product training (delivery and content development).

Key Responsibilities
  1. Provide remote and/or onsite diagnostic and troubleshooting support to customers on all Samsung Products.
  2. Provide remote and/or onsite assisted start-up and commissioning support for all Samsung Products.
  3. Perform an analysis of customer training needs in a specific region and work with other team members to determine gaps and implement appropriate actions to improve.
  4. Deliver technical/product training (in person or via webinar) in an accurate, compelling, and professional manner.
  5. Develop training curriculum, training aids (to include videos), and manuals to improve our ability to support our products from a technical perspective.
  6. As a Subject Matter Expert, work to develop technical content that can be submitted to our Curriculum Development Department for creation/publishing of existing and/or future technical training.
  7. Create site visit reports (after each visit) to ensure that findings get communicated in a timely and professional manner.
Minimum Job Qualifications
  • Bachelor's degree or equivalent with a certificate in Heating, Ventilation, and Air Conditioning or an equivalent combination of education and experience required.
  • HVAC License & Certifications preferred.
  • 7 - 10 years specialized training and knowledge in HVAC industry.
  • Experience researching information and preparing communications.
  • 2 years of VRF and mini-split experience preferred.
Business Experience
  • Computer software programs proficiency including MS Office (Word, Excel) preferred.
  • Demonstrated ability to develop, implement, and execute business processes.
  • Strong personnel management skills and experience.
Specialized Knowledge/Skills
  • Ability to review requirements documents, system prototypes, etc., to determine appropriate training content and materials for a system that is currently under development.
  • Plan, organize, and prioritize multiple assignments and projects.
  • Experience with a variety of training delivery methods and training development.
  • Demonstrated competency in both oral and written modes for internal and external personnel at all levels.
  • Work independently and in a team environment in order to achieve personal and team goals and complete assignments within established time frames with minimal supervision.
Working Conditions
  • Operate a computer keyboard, telephone, and view a video display terminal more than 90% of work time.
  • Visual acuity, color distinction, and numeric and character detail distinction for the analysis and preparation of statistical reports and information.

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