Supervisor, HVAC Technical Customer Care - REQ # 1334

Team Supervisor, Tech Cust Care

Mitsubishi Electric Trane HVAC US LLC is looking for a Team Supervisor, Tech Cust Care in Suwanee, GA. Hours for this role are 9 : 00 am to 6 : 00 pm.

Position Summary

The Technical Customer Care Team Supervisor is responsible for the team's performance and development, which includes hiring, training, and coaching. The Supervisor will lead a team of technical advisors and ensure their technical competency. This includes guidance with complex technical issues and assists with resolution. Additionally, the Supervisor will be accountable for the experience of both the customer and the Customer Care team members.

Essential Functions

The essential functions of the position include, but are not limited to the following :

• Manages the execution of daily and monthly tasks including daily reporting, monthly report out (KPI's with root cause and countermeasures, and telephony system management as needed.
• Analyzes existing customer care processes and procedures for improvement opportunities.
• Conducts the Onboarding and Customer Experience presentation as a representative for the Customer Care Dept.
• Leads the planning for team building events to increase communication, motivation, collaboration and morale.
• Continuous improvement (MDI, standard work, SOP's, projects, JDI's, etc.)
• Reviews ECHO surveys to ensure / improve customer satisfaction and brand loyalty
• Monitors contacts (calls / emails / chats) and analyzes trends to ensure / improve QA
• Oversee, design and report on individual and departmental performance metrics for continuous improvement
• Identify and implement process improvements to help promote productivity, efficiency, effectiveness, and morale
• Ensures adherence to company and departmental policies, procedures and practices.
• Make effective, independent decisions representing day-to-day issues that do not require team discussion, input, or agreement
• Capacity to look ahead and balance strategic projects and initiatives with tactical day-to-day cadence
• Develop and support team / individual goals, action plans, and timelines, including Internal Performance Management process
• Partners with internal departments and other stakeholders to provide SME knowledge and promote voice of the customer
• Other Duties as assigned.

Qualifications

The base pay range for this position at commencement of employment is expected to be between $30.77 and $42.31 an hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental / disability / emergency / etc.] leave, if eligible.

About Mitsubishi Electric Trane HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes : Mitsubishi Electric Cooling & Heating, Trane / Mitsubishi Electric and American Standard Heating & Air Conditioning Mitsubishi Electric. More information is available at www.mitsubishicomfort.com. We offer an excellent compensation and benefits package including 401(K).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company's legal duty to furnish information. To view the EEO is The Law Poster and the supplement, please click here or visit https : / / www.eeoc.gov / know-your-rights-workplace-discrimination-illegal. Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813.