Technical Service Manager

Goodman Manufacturing • San Jose, CA

243d • $107,550 - $134,695 • Hybrid

About The Position

The Regional Technical Service Manager supports internal and external customers who install / repair and maintain heating and air-conditioning systems with a focus on Commercial VRV/VRF products, including conducting training. 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.

Requirements

• 5+ years of experience in HVAC or related field
• High School Diploma or GED equivalent
• HVAC training/certification required
• Strong HVAC technical knowledge, operating systems, mechanical and electrical ability
• Excellent customer service, relationship management and interpersonal skills
• Proficiency in MS Outlook, Word, Excel and PowerPoint
• Excellent communication skills both written and verbal and HVAC technical acumen
• High level of attention to detail and problem solving skills
• Excellent organizational, time management and project management skills
• Ability to apply good judgement, strong work ethics and integrity on the job
• Highly self-motivated and directed with the ability to work in a fast moving environment

Responsibilities

• Provide support for dealers/contractors to resolve technical issues
• Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation
• Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints
• Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes
• Field Communication / RMA / Service Bulletin Support Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on success of Corrective Actions
• Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates
• Produce training materials for sessions
• Produce materials and conduct installation and service training sessions
• Responsible for a high quality, cost-efficient and on time service operation (internal and external)
• Ensure the availability and quality of communications with our customers
• Manage service technician team and coordinate their training and suggestions for improvements and ideas with other divisions of the company
• Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency, and the training and execution of all related processes
• Participate in additional projects/activities to support ongoing business needs

What This Job Offers

• Job Type: Full-time
• Industry: Warehousing and Storage
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees