COMMERCIAL TECH SUPPORT MANAGER

REFRIGERATION SALES COMPANY LLC•Valley View, OH

7d•Hybrid

About The Position

As a Commercial Technical Support Manager, you will be part of a nationally recognized team that provides technical support and training to those in all stages of their HVAC careers. You will be predominantly responsible for phone support and in person training with a primary focus on Commercial equipment. Knowledge and Experience: 10 or more years field experience Bachelor’s degree or equivalent combination of education, experience, and professional certifications Proven ability to trouble-shoot commercial HVAC/VRF equipment and controls installation issues Ability to incorporate online, cloud based software programs that are used to interface with other vendors and customers (Salesforce, Service Bench, including use of proprietary application software etc.) Experience with MS Office: Excel, Word, PowerPoint, and Outlook Position Summary The HVAC Distributor Service Manager is responsible for Providing technical support and training to field technicians and dealers. This role ensures the delivery of exceptional technical support, high customer satisfaction, and strong relationships with contractors, dealers, and internal teams. The position requires a blend of HVAC technical expertise, leadership capability, and customer service to support business growth and service quality.

Requirements

10 or more years field experience
Bachelor’s degree or equivalent combination of education, experience, and professional certifications
Proven ability to trouble-shoot commercial HVAC/VRF equipment and controls installation issues
Ability to incorporate online, cloud based software programs that are used to interface with other vendors and customers (Salesforce, Service Bench, including use of proprietary application software etc.)
Experience with MS Office: Excel, Word, PowerPoint, and Outlook
Minimum of 7 years of HVAC industry experience, preferably in distribution, service, or technical support focusing on residential and light commercial products.
Strong understanding of airflow, refrigeration cycle, codes, electrical wiring including ladder and pictorial wiring diagrams, gas piping, gas pressure regulators, and industry standard tools.
Proven ability to trouble-shoot HVAC equipment and installation issues
Demonstrated leadership or supervisory experience.
Excellent communication, problem-solving, and customer service skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficient with MS Office Excel, Word, PowerPoint and Outlook

Nice To Haves

EPA 608 Certification.
NATE certification or equivalent technical credentials.
Experience with CRM, ERP, or service management software.
Background in technical training or instructional delivery.
Must be able to lift 50lbs. and climb ladders.

Responsibilities

Provide Product, Service and Skills Training to new and existing dealers and their service technicians.
Exhibit in-depth knowledge and understanding of HVAC and refrigeration systems.
Assist the RSC sales group and dealers in developing training.
Assist dealers with startups of new products and on-site troubleshooting.
Visit existing jobs to resolve dealer and end user concerns.
Provide Carrier with feedback relative to equipment problems experienced in the field.
Assist the RSC sales group by making joint calls to prospective dealers.
Assist the RSC sales group and parts department with technical issues.
Provide advanced troubleshooting assistance to contractors, dealers, and internal sales personnel.
Serve as the primary technical resource for customers, offering guidance on installation, maintenance, and product application.
Develop and maintain strong relationships with contractors and dealers to promote loyalty and satisfaction.
Manage escalated service concerns with professionalism, urgency, and effective problem resolution.
Conduct on-site visits to support key accounts and address complex service challenges.
Maintains communication with vendors and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures and other issues as they apply
Keeps current with latest factory OEM training on current products, coordinates HVAC technician training.
Educate customers on industry updates.
Develop, coordinate, and deliver technical training programs for contractors, dealers, and internal staff.
Stay informed on emerging HVAC technologies, equipment updates, and industry best practices.
Support sales teams with product knowledge, demonstrations, and technical expertise.
Monitor service-related KPIs, including response times, and warranty costs.
Identify and implement process improvements to enhance efficiency and service quality.
Collaborate with sales, logistics, and inventory teams to ensure seamless operational support.
Assist in forecasting service-related needs, including staffing, tools, and parts.