Service Hub Manager

AHT Cooling Systems USA Incorp•Ladson, SC

5h•Onsite

About The Position

This position will serve as a technical resource for service requests related to AHT and third-party products and services in a timely and cost-effective manner. The Team Leader will have responsibility for leading the internal Technical and Administrative Customer Support teams: providing coaching, guidance, and performance management to ensure optimum customer satisfaction driving revenue.

Requirements

Associate’s degree or equivalent combination of education and experience
Minimum 5 years of related HVAC/R experience and/or training
Minimum 1 to 3 years of proven experience leading and/or managing teams
Experience with troubleshooting of electronic equipment
Ability to identify equipment trends and determine root cause analysis findings
Ability to draft technical reports and edit work instructions to accompany findings
Exhibit expert proficiency in all of products and services offered by the company and designated third party products and services to a component level
Ability to read, understand and use assembly drawings, wiring diagrams; capable of troubleshooting, testing and repairing electromechanical components
Familiarity with various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance. Computer and software tools used to adjust parameters and diagnosis
Demonstrated proficiency with MS Word, Excel, and email programs
Demonstrated proficiency with SAP and ZOHO
Outstanding interpersonal, communication, and presentation skills
Strong analytical, critical thinking and problem-solving skills
Ability organize or schedule other people work activities
Demonstrated ability to prioritize tasks and handle multiple issues simultaneously

Responsibilities

Manage the daily operations of the internal customer service team; ensure adequate staffing levels for daily and on-call workload requirements are consistently achieved
Manages the staff, providing leadership for training, development, coaching and performance management
Works with Senior Manager, Sales and Service Operations to align departmental objectives with team development goals and performance expectations to maximize staff
Technical escalation contact for internal and external customers and all parties involved in the service process.
Serves as a technical resource in installation, programming, equipment protocol, and designated third party products and services
Recommend changes to product and services based on customer feedback and requests.
Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and 3rd party products and services provided by AHT
Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
Perform vendor management, maintain accurate service provider records to ensure best performing vendors are being utilized
Develop and monitor KPIs for inside service team
Review and approve employee time records and expense reports
Prepare invoices, credit, and debit memos for accounting. Address any discrepancies with vendors or customers to ensure accuracy and consistency of department data entry to minimize any service or billing discrepancies
Aligns departmental objectives with team development goals and performance expectations to maximize staff potential through participation in projects, assignments, and the performance management process.
Internal department reporting on a monthly basis for management review meetings
Develop and administer technical and system training as needed
Develop and train on Standard Operating Procedures for daily work according to QA guidelines
Participate in continuous improvement initiatives
Perform other duties as assigned