Technical Support Manager - Applied Product

Greenheck Group - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

About the position

Interested in working with one of the market's leading manufacturers? Greenheck Group is a leading growth-focused, environmentally conscious, commercial HVAC manufacturer. Join our team which proudly designs and manufactures the most comprehensive line of ventilation products in the industry. The Greenheck Group is a dynamic multi-branded international organization. Our equipment is used worldwide in commercial, institutional, and industrial facilities, ranging from comfort ventilation to manufacturing processes. Our efficient products improve comfort, safety, and health of lives across the planet. Since 1947, we are deeply committed to helping you “Build Your Future,” through professional growth, challenging leadership roles, and exciting opportunities around the world. Your Opportunity: The Technical Support Manager will lead a diverse team of engineers and technicians in a fast-paced environment that involves working with customers and changing priorities. This position is responsible for the performance of the technical support team, developing and managing long-term goals for the team related to hiring, scheduling, project management, and training, and frequent communication with both internal and external customers. This role requires a blend of technical (HVAC systems), management, and communication skills, and staying technically abreast of all business unit product lines, rep network, and key manufacturing and engineering processes.

Responsibilities

• Lead and manage the technical support team (engineers, product specialists, and service technicians) which includes daily staffing of phones and email distribution list to maintain a maximum wait time in addition to field customer support and business improvement projects.
• Train and develop the technical support team.
• Manage travel and work schedule of the team to maintain the required staffing in the office and satisfy customer requirements.
• Ensure that the team maintains ownership of reported field issues and that solutions are implemented in a timely manner, which may require Technical Support Manager or member of technical support team to travel to a customer site to assist with the resolution.
• Work closely with field service technicians to provide training, support, and product change updates to ensure our products operate as intended throughout their life cycle.
• Facilitate meetings to escalate issues that may require the help of other business units.
• Share data and observed trends with Sales, QA, Engineering, and Production regarding product problems and possible improvements from direct field input or experience.
• Work with multiple teams within the business unit/s to coordinate and implement long-term solutions to field issues or product defects.
• Manage communications and logistics pertaining to service bulletins.
• Review and approve customer warranty changes to ensure accuracy and fairness to balance business objectives with appropriate reimbursements.
• Negotiate and determine labor, costs (back-charges), 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.
• Position may require travel between multiple locations to mentor and support the team - 10-25% travel time.

Requirements

• 4 Year / Bachelor's Degree required
• 6-8 years of relevant work experience in technical support required
• 6-8 years of relevant work experience in a supervisory or managerial role required
• Microsoft Office Suite (Outlook, Excel, and PowerPoint) knowledge
• HVAC Technical Systems Experience preferred
• SAP, DocuWare, CAPS, CRM experience preferred

Nice-to-haves

• Experience with HVAC systems
• Knowledge of SAP and CRM systems

Benefits

• Health insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Tuition reimbursement
• Wellness program
• Paid vacations and holidays
• 401(k) Retirement savings plan