About the position
This position is responsible to assist in overseeing a team of Technical Service Advisors who handle inbound/outbound calls, emails, live chats, and monitoring/response of the DSG forum. While Manager is absent responsible for following policies and procedures related to TSA daily activities. Will also help develop training material as needed to assist in the training of any new TSA candidates. Will also monitor Service Levels to determine improvements or issues with call handling and assist in the solutions. The essential functions of the position include, but are not limited to the following: All functions of a TSA including emails, chat support, DSG forum response, and inbound/outbound calls. IPM assistance and guidance. Monitor agent states in inContact for coaching opportunities. Have an expertise in all everyday duties required of a TSA. Perform monitoring of training for the Customer Care Center. Monitor Service Levels to determine improvements or issues and assist in developing the solutions. Monthly reporting of the TSAs activities and training. Provide training for all levels of the TSA group as needed. Supervising a determined group of Technical Service Advisors and reports any issues to T.S.A. Program Manager. Support special factory Lab and project works. Maintain a clean work environment in the service lab for training. Maintain training actions within TSA Lab. Provide tool inventory within Service Lab based on needs and use. Maintains currency of technical literature and assists in revising if needed. Refurbish/rework product, when necessary, as directed by Manager. Minimal travel (20%). Perform other job duties as directed. Assist TSAs in the testing of new Service-related tools. Provide a T-t-T (Train the Trainer) schedule to continually train TSAs for teaching possibilities. Provide 2-Day Mr. Slim and 3-Day City Multi certified training. Assist in the development of Training material for the CCC Team. Provide support for Mitsubishi field personal such as BUTSM, ASM and Sales personnel. Perform other duties as assigned.
Responsibilities
- Assist in overseeing a team of Technical Service Advisors
- Handle inbound/outbound calls, emails, live chats, and monitoring/response of the DSG forum
- Follow policies and procedures related to TSA daily activities
- Develop training material for new TSA candidates
- Monitor Service Levels to determine improvements or issues with call handling
- Monthly reporting of the TSAs activities and training
- Provide training for all levels of the TSA group
- Supervise a determined group of Technical Service Advisors
- Support special factory Lab and project works
- Maintain a clean work environment in the service lab for training
- Provide tool inventory within Service Lab based on needs and use
- Maintain currency of technical literature and assist in revising if needed
- Refurbish/rework product as directed by Manager
- Assist TSAs in the testing of new Service-related tools
- Provide a T-t-T (Train the Trainer) schedule
- Provide 2-Day Mr. Slim and 3-Day City Multi certified training
- Assist in the development of Training material for the CCC Team
- Provide support for Mitsubishi field personnel
Requirements
- Minimum 10+ years of HVAC knowledge/Field Experience
- High School Graduate or Equivalent
- 2-year HVAC Graduate, Technical College
- Experience managing a team strongly preferred
- Advanced knowledge of Microsoft Office
- Knowledge of other software programs, Smartsheet, internal software, etc.
- Excellent communication skills and demonstrates critical thinking
- Ability to manage in a dynamic environment with minimal supervision
- Strong customer orientation and interpersonal skills
- Team player demonstrating METUS core values
Benefits
- 401(k) plan
- Company-sponsored medical, dental, vision, and basic life insurance plans
- 80 hours of vacation per year
- 56 hours of paid sick leave annually
- 13 paid holidays throughout the calendar year
- Up to 12 weeks of paid or unpaid leave if eligible
