Position description
The Technical Support Manager supports contractors and internal staff with troubleshooting technical issues. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure customer satisfaction while meeting departmental goals and objectives.
Responsibilities
- Provide pre-sales and post-sales phone and email support, including pre-installation support, installation support, commissioning support, and aftermarket support.
- Provide support for dealers / contractors to resolve technical issues.
- Conduct technical Installation and Tech Support Trainings.
- Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, piping recommendations, or other information.
- Review all technical documentation and provide needed corrections.
- Troubleshoot technical issues from simple to complex with technicians and internal staff via phone, email, text, and in person.
- Effectively log and communicate technical issues and results to internal staff, management, and vendors in a simple and easy to understand manner.
Skills and Qualifications
- Minimum 4 years' experience in the HVAC field in a technical support role.
- Strong HVAC technical knowledge, operating systems, mechanical and electrical ability.
- Excellent communication skills and interpersonal skills to interact effectively with diverse client group.
- Proficiency in MS Outlook, Word, Excel, and PowerPoint.
- Excellent organizational, time management, and project management skills.
- Ability to troubleshoot in-depth service issues via phone.
- Ability to read and edit technical drawings / prints.
- Self-starter with the ability to work both independently and within a team.
- Formal Product Training effectively train / educate customers on our products.
- Must be able to travel on business occasionally or work beyond normal work hours as necessary.
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