Supervisor, Technical Services

Employment Type: Regular Full-Time Salary

Shift: 1st Shift

Work Status: Hybrid

Position Summary:

The Supervisor, Technical Services is responsible for aiding with supervising, planning, directing, and coordinating activities of the Technical Services team. They ensure customer satisfaction through product selection, validation, and application and monitor/manage the customer relationship management (CRM) system for product tracking and time usage maximization.  The Supervisor, Technical Services assists in implementing improvements and best practices, while ensuring optimal service to internal and external customers through efficient use of resources, information, analysis, problem solving and decision-making. They assist in managing a more complex customer base consisting of representatives, end users, engineers, contractors, and homeowners.  In addition, they ensure optimal technical service to the regional managers, customers, representatives through efficient use of resources, information, analysis, problem solving and decision-making. 

Measures of Success:

• Reduce resolution time on customer inquiries through effective resource management
• Increase customer satisfaction with accurate and timely information derived from process implementation and CRM data interpretation
• Maintain or improve customer satisfaction as measured through the Voice of Customer (VoC) survey
• Efficient management and accurate reporting of small to mid-level field projects

Responsibilities include but are not limited to:

• Interprets and analyzes customer HVAC system requirements to ensure proper application.
• Maintains a high level of proficiency in the systems and tools used to support customer base, including enterprise resource planning (ERP), CRM, product application and system analysis tools.
• Ensures the timely resolution of all product and system inquiries, including those that are moderate to complex in nature.
• Answers technical questions and refers technical inquiries to the proper personnel.
• Coordinates with Product Management and Engineering for special documentation requirements.
• Manages special product returns for appropriate in-house testing.
• Recommends, implements, and documents policies, processes, standards and workflows, related to Technical Services and ensures team adherence.
• Leads and facilitates special projects with other departments based on the needs of the business in order to maintain the highest level of technical service possible.
• Provides continuous support and training on all aspects of Taco products when required to assist in the field with customers and in-house within the department.
• Provides on-site services within the field for highly complex technical service issues, collaborating with Engineering, Sales and Product Management to ensure the highest level of customer support
• Leads and facilitates periodic internal and external customers/representatives team meetings to align proper product performance and field serviceability.
• Assists Sales Operations Team in preparation of various reports, surveys, and responds to requests for information.
• Communicates and interacts with different departments across the organization as needed.
• Performs other related duties as required or directed.

People Management

• Evaluates team members to identify strengths and opportunities for improvement; collaborate on development actions and ensure resources necessary to complete actions
• Cascades relevant and appropriate information about the company and department effectively and in a timely manner
• Coaches, develops, and mentors for skill and knowledge development
• Executes necessary responsibilities of team during absences or alternate engagement
• Ensures team adheres to company policies, practices, and department standards
• Assigns actions and ensure completion
• Reviews work quality and provides feedback and guidance to team

Required:

• Bachelor’s degree in Mechanical or Electrical Engineering or related field; significant applicable experience may be accepted in lieu of degree
• 10+ years related HVAC work experience
• 5+ years of supervisory or management experience
• Knowledge of computer-aided drafting (CAD) and Revit
• Experience using ERP systems
• Ability to aid in influencing team members to support company and department goals
• Analytic ability and inductive thinking to make decisions, drive change and promote continuous improvements
• Strong team building skills and the ability to create a positive working atmosphere
• High degree of interpersonal communications skills (verbal/written), with the ability to communicate at various organization levels
• Strong time management skills
• Ability to travel 30-40% of the time to customer locations, job sites, conferences, trade shows, etc.

Preferred:

• 5+ years of hydronic specific commercial HVAC experience
• 5+ years of HVAC electrical wiring and control installation experience

Bilingual – English and Spanish speaking a plus

This position works primarily in an office environment using computers and technology. Verbal and auditory capability are required. Occasional exposure in production plant where large equipment and noise are prevalent.  Safety gear is required in these areas.

This position may work from home up to 2X per week if performance is in good standing

This position has approximately 5 direct report(s).  Roles may include:

• Technical Services Technician 1
• Technical Services Technician 2