Technical Support / Service Manager - Applied Product

Greenheck - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

About the position

The Technical Support Manager at Greenheck Group will lead a diverse team of engineers and technicians in a fast-paced environment that involves working with customers and adapting to changing priorities. This position is responsible for the performance of the technical support team, which includes developing and managing long-term goals related to hiring, scheduling, project management, and training. The role requires frequent communication with both internal and external customers, necessitating a blend of technical knowledge in HVAC systems, management skills, and effective communication abilities. The Technical Support Manager must stay technically abreast of all business unit product lines, the representative network, and key manufacturing and engineering processes. In this role, the manager will oversee the daily operations of the technical support team, ensuring that staffing levels are maintained to minimize wait times for customer inquiries via phone and email. The manager will also be responsible for training and developing the technical support team, managing their travel and work schedules to meet customer requirements, and ensuring that the team takes ownership of reported field issues, implementing solutions in a timely manner. This may involve traveling to customer sites to assist with issue resolution. The Technical Support Manager will facilitate meetings to escalate issues requiring assistance from other business units and will share data and observed trends with Sales, Quality Assurance, Engineering, and Production regarding product problems and potential improvements based on direct field input. The role also includes managing communications and logistics related to service bulletins, reviewing and approving customer warranty changes, and negotiating costs associated with warranty work to minimize expenses while maximizing customer support. Additionally, the manager will organize and provide factory training for owners and service technicians as needed, with travel between multiple locations expected at a rate of 10-25%.

Responsibilities

• Lead and manage the technical support team, including engineers, product specialists, and service technicians.
• Train and develop the technical support team.
• Manage travel and work schedules of the team to maintain required staffing and satisfy customer requirements.
• Ensure the team maintains ownership of reported field issues and implements solutions in a timely manner.
• Work closely with field service technicians to provide training, support, and product change updates.
• Facilitate meetings to escalate issues requiring assistance from other business units.
• Share data and observed trends with Sales, QA, Engineering, and Production regarding product problems and improvements.
• Coordinate and implement long-term solutions to field issues or product defects with multiple teams.
• Manage communications and logistics pertaining to service bulletins.
• Review and approve customer warranty changes for accuracy and fairness.
• Negotiate labor, costs, and materials for warranty work to minimize costs and maximize customer support.
• Organize and provide factory training for owners and service technicians as needed.

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
• Knowledge of Microsoft Office Suite (Outlook, Excel, and PowerPoint)
• HVAC Technical Systems Experience preferred
• Experience with SAP, DocuWare, CAPS, CRM preferred

Nice-to-haves

• Experience in a fast-paced environment
• Strong problem-solving skills
• Ability to manage multiple priorities effectively
• Excellent interpersonal and communication skills

Benefits

• Health insurance
• Prescription drug benefits
• Dental insurance
• Paid vacations and holidays
• 401(k) Retirement savings plan
• Employee Assistance Program
• Flexible spending accounts for medical or dependent care expenses
• Tuition assistance
• Employee Wellness Program