POSITION SUMMARY:

The Manager of Technical Support is responsible for staffing, development and maintenance of the Technical Support team within the Customer Support department. This includes onboarding, training, resource management, and development of staff. This role aims to sustain and grow operations surrounding workflows, technical support knowledge, and customer satisfaction through indirect channels. The Manager of Technical Support must maintain a strong relationship with other departmental managers to ensure that the technology, processes and communication required by Technical Support works in line with the efforts of the company.

ESSENTIAL FUNCTIONS:

• Build and develop a self-sustaining support team
• Mentor and be an escalation point for any technical support or account related issues
• Organize, create and grow the processes for Technical Support
• Ensure target response times are monitored and requests are processed in a time consistent with the efforts of the organization
• Ensure staff is effectively staffing support line effectively communicating with customers
• Support customer retention efforts by providing excellent customer service to exceed customer expectations
• Deliver reports and measurements of metrics and performance to staff and management
• Build and maintain written technical documentation resources
• Create and encourage methods for facilitating knowledge transfer within the Technical Support team and extend to communication outside of the department
• Manage the escalation process for customer cases as needed
• Collaborate with leadership and technical support team to achieve future dep. and company goals
• Travel to job sites, assess and resolve issues, and provide support

SKILLS & ABILITIES

• Education: Completion of an approved HVAC/R apprenticeship earning an industry recognized Journey-level Certification, or post-secondary education (technical training and/or business/management courses) and training; Universal EPA Certification is preferred. Minimum of associate degree or equivalent combination of education and experience is required
• Experience: Minimum ten years HVAC field service experience required, three years plus HVAC management experience is preferred
• Computer Skills: Proficient with Microsoft Office applications
• Certificates & Licenses: HVAC license preferred, but not required
• Other Requirements: Knowledge of UL, NFPA, CE, and CSA is preferred. Bi-lingual preferred (Spanish or French). Willingness and ability to travel domestically and internationally is required.

If you are interested in applying for this position, please submit resume to HR