HVAC Market Growth Director — Parts Sales Leader

HTS Engineering Ltd.•San Antonio, TX

About The Position

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

Requirements

Bachelor’s degree or equivalent combination of education and relevant professional experience required
Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments
Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions
Proven ability to train, coach, evaluate, and direct the work of team members
Excellent written and verbal communication skills, including strong active listening abilities
Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions
Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner
Basic understanding of industry practices, products, and customer support operations

Nice To Haves

Familiarity with contact center operations and service performance metrics is a plus

Responsibilities

Lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience
Coach and develop team members, manage daily workflows, and ensure service levels consistently meet business and customer expectations
Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service
Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities
Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement
Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction
Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner
Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy
Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives
Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience
Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization