Customer Technical Support Manager

MAS HVAC INC•Maple Grove, MN

1d•$100,000 - $120,000

About The Position

MAS creates custom-engineered thermal management solutions for markets that thrive on flexibility, creativity, and bold ideas. From humble beginnings to becoming an emergent multi‑brand manufacturing leader, we’ve grown by bringing in great people and empowering them to do great work. At MAS, we believe innovation happens when everyone contributes, diversity of thought is celebrated, and people feel supported in their growth. We take pride in working hard together—tackling challenges, solving problems, and having fun along the way. As we expand into both emerging and mission-critical industries, we stay committed to delivering efficient, competitive, and sustainable heating and cooling technologies. And throughout your career here, you will have the chance to directly shape the foundation for what's next in our industry. Position Summary: In this role, you will work on our Daedex and DeepCoolAI product lines, helping bring new technology into mission-critical markets such as data centers, battery plants, and semiconductor manufacturing. We are seeking a qualified Customer Technical Support Manager to join our growing organization. The Customer Technical Support Manager serves as a senior technical authority and field leader responsible for technical execution, warranty service oversight, and the development and coordination of service teams. This role ensures timely, high-quality customer support by improving response times, remotely managing field technicians, and driving consistent technical standards across customer sites. The Customer Technical Support Manager acts as a key liaison between the field, sales, engineering, warranty, and corporate teams, leading technical initiatives that enhance product reliability, service efficiency, and customer satisfaction. The candidate will work with liquid coolant distribution units and HVAC systems and components, including but not limited to: enthalpy and sensible plate heat exchangers, energy recovery wheels, gas and electric heaters, hot water coils, chilled water coils, DX coils, filter racks, control dampers, fan array systems, and coolant distribution units.

Requirements

Required Degree (preferably technical) or equivalent HVAC training and/or certification
Advanced expertise in HVAC systems with strong mechanical, electrical, and system-level diagnostic capabilities
Minimum of three (3) years of progressive experience in HVAC field service and repair, including warranty service exposure
Demonstrated ability to lead, mentor, and remotely support field technicians and service teams
Proven experience improving service response times and managing customer escalations
Strong ability to communicate complex technical information clearly to both technical and non-technical audiences
Excellent customer service, stakeholder engagement, and relationship management skills
Proficiency in Microsoft Office Suite
High ethical standards with sound judgment in fast-paced, field-driven environments
Self-directed technical leader capable of managing priorities independently

Nice To Haves

Lean Six Sigma certification
Strong attention to detail with structured problem-solving and root-cause analysis skills
Ability to work effectively in a team environment with excellent verbal and written communication skills
Strong organizational and time-management skills
Critical thinker with a curious, solution-focused, and self-motivated learning mindset
Positive attitude and strong motivation are essential for success in this role

Responsibilities

Technical Leadership & Field Support Serve as the senior technical escalation point for complex HVAC and liquid cooling installation, service, warranty, and operational issues
Provide mechanical, electrical, and system-level support, both remotely and onsite
Lead root-cause analysis and corrective action planning for recurring failures, quality concerns, and warranty claims
Warranty & Service Performance Management Oversee and support warranty-related service activities to ensure accurate diagnosis, proper repairs, and compliance with warranty policies
Partner with sales, quality, and engineering teams to identify trends, reduce repeat failures, and improve product reliability
Ensure warranty work is performed efficiently and documented accurately to support continuous improvement and cost control
Customer Response & Service Optimization Drive improvements in customer response times by coordinating service resources, prioritizing escalations, and optimizing field support workflows
Ensure timely, professional communication with customers via phone, email, and text throughout the service lifecycle
Monitor service performance metrics and implement process improvements to enhance responsiveness and the overall customer experience
Remote & Onsite Team Management Remotely manage and support technicians traveling to customer sites by providing real-time guidance, technical direction, and escalation support
Coordinate service activities with technicians, dispatch personnel, and dealers to ensure effective execution and minimal downtime
Conduct job site visits as needed to support technicians, validate repairs, and reinforce technical standards
Training, Coaching & Team Development Plan, lead, and continuously improve technical training programs for installation, service, and warranty repair
Deliver formal product training and technical education to internal teams, representatives, and contractors
Coach, mentor, and review the work of technical professionals, fostering technical excellence, accountability, and leadership development
Cross-Functional Collaboration & Continuous Improvement Collaborate with sales leadership to support customers
Gather customer feedback and deliver actionable insights to manufacturing, engineering, quality, and product development teams
Lead technical projects and process improvements independently with limited supervision
May travel up to 30% to support field operations, customer sites, training, and warranty investigations