Technical Service Manager - Raleigh

A TSM acts as a liaison between consumers, contractors, vendors, manufacturers and sales staff. Directs activities of contractors and technicians engaged in troubleshooting of equipment and provides recommendations. A TSM conducts technical training classes for contractors with regards to application, installation and troubleshooting of HVAC products. Additionally, the TSM handles claims regarding warranties and defective factory work and may determine the need and cost of repairs and authorize replacements to customer base. This position reports to the Senior Technical Service Manager for the region/Regional VP

Principal Duties and Responsibilities

• Works with customers to assist in troubleshooting, analyzing and diagnosing HVAC products
• Conducts parts and service training with contractors and technicians.
• Acts as a liaison between contractors and consumers through telephone support and/or jobsite visits.
• Visits job sites to assist with troubleshooting and equipment analysis. Provides direction to contractors on possible repairs and alternatives.
• Partners with Territory Manager to conduct contractor visits and proactively assess service needs
• Escalation point for warranty concessions and consumer complaint resolution.
• Work with branch personnel to maintain the facility in an orderly fashion.
• Functionally test and/or repair returned or damaged equipment.

Knowledge, Skills and Abilities Required

• Excellent customer service skills.
• Thorough knowledge and understanding of HVAC terminology and related products.
• Thorough understanding of systems operations and maintenance.
• Strong problem-solving and analysis skills.
• Ability to provide direction and coaching to others
• Ability to interface with multiple segments of the business including contractors, consumers, vendors and manufacturers to resolve issues and problem jobs or equipment
• Ability to meet deadlines

Qualifications

• Five to seven years of related experience in HVAC industry.
• Associate’s degree or equivalent experience with Technical/Trade school or equivalent combination of education and Experience

Working Conditions

• Office environment using office related computer equipment. Occasional work off-site visits with contractors and vendors. Travel is less than 10%.
• Frequently required to stand, walk and sit, bend, kneel or climb. Some lifting required.
• Familiarity with MS Window software or NxTrend systems.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions