3-5 years of experience
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HVAC Technical Support Supervisor (MN)
Greenheck Group | Minneapolis, Minnesota
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Job Description

General Summary:

The Technical Support Manager is responsible for the performance of the technical support team. This position must be technically abreast of all business unit product lines, rep network, and key manufacturing and engineering processes.  Excellent communication skills are required since this position requires frequent communication with both internal and external customers.

The individual should be able to lead a diverse team of engineers and technicians in a fast paced environment that involves dealing with customers.  He/she must be able to respond to changing priorities. The individual must be able to develop and manage long-term goals for the team related to hiring, scheduling, project management, and training.


Principal Duties & Responsibilities:

Lead/Manage the technical support team.

Manage travel and work schedule of the team to maintain the required staffing in the office.

Ensure that the team maintains ownership of reported field issues and that solutions are implemented in a timely manner.

Facilitate meetings to escalate issues that may require the help of other business units.

Share data and observed trends with QA, Engineering and Production regarding product problems and possible improvements from direct field input or experience. Work with the business units to coordinate and implement long term solutions to field issues or product defects.

Manage communications and logistics pertaining to service bulletins.

Negotiate and determine labor, costs, and materials for warranty work done in the field and hence, minimize costs associated with back charges and warranty situations while providing maximum customer support.

Organize and provide factory training for owners and service techs as needed.

Train, evaluate and supervise technical support engineers and technicians.


Job Qualifications:

Work requires a professional level of knowledge in a specialized field, which is equivalent to that which would be acquired by completing a regular four-year college program.

Between 3-5 years of work experience is required.



Special Notation:

The preceding statements are intended to describe the general nature and level of work being performed by people in this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills.


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