Scope of Position:
Manages and directs the technical support team in the installation, maintenance and troubleshooting of the Spacepak, Koldwave and Sterling product offering. Primary area of responsibility will include assisting with unit troubleshooting that is beyond the skill set of technical support staff. If required, this can involve going to the jobsite to determine the issue. In addition, the manager will be responsible for the training and continued development of the technical and mechanical skills of the technical support team.
Essential Duties and Responsibilities:
- Supervise the Technical staff that is responsible for providing technical information on Spacepak, Koldwave and Sterling products for the North American market.
- Working with Engineering, Factory and Lab, develop and implement a training program for new hire employees. In addition, implement a continuous development program for existing employees to improve their technical, mechanical and troubleshooting skills.
- Assist with the troubleshooting of difficult jobs beyond the skill set of technical support staff. This includes traveling to jobsite if necessary.
- Working with Product Management, trend incoming calls and emails for potential design and quality issues.
- Maintain network files of all relative product/component information required by the technical support team.
- Assist with developing a training program of the technical support staff for new product releases.
- Assist with negotiating claims on warranty issues.
- In some cases, have the ability to deescalate more complicated technical service calls.
Position Requirements:
Bachelor's degree or equivalent degree from corresponding Technical School. Five years of Mechanical HVAC experience minimum. At least two years of technical experience must have been in a supervisory or management capacity. Other equivalent combination of education and experience will be considered.
Must have knowledge of Gas Fired Appliance, Hydronic Heating Systems, HVAC controls, Heat Pumps and Chillers.
Works normal working hours (8am -- 5pm). Some travel will be required.
