As supervisor, the person in this position provides leadership to a team of technical consultants who are responsible for complex technical assistance to dealers, contractors and field sales personnel.
The supervisor may also handle escalated calls, but must spend at least 50% of time planning, directing and evaluating the technical consultants' work.
Duties include, but are not limited to:
- Lead, evaluate and develop a team of technical consultants.
- Create and manage escalation procedures and ensure service levels are maintained.
- Define, measure, and analyze key metrics to assess the effectiveness of the overall support infrastructure.
- Identify and implement process improvements.
- High school diploma or equivalent experience required.
- At least 5 years of related technical consulting experience.
- Typically requires at least 5 years of experience installing and servicing HVAC/R equipment.
- Advanced knowledge and experience in the installation and service of HVAC/R equipment.
- Excellent verbal and written communication skills.
- Excellent customer service skills, analytical ability, and troubleshooting skills.
- Ability to handle and prioritize multiple technical requests.
- Proficient in Microsoft Office Suite.
- Experience with SAP preferred.
- Capacity to serve as a Subject Matter Expert for the Technical Services Department.
- Strong presentation skills.
- Able to lead subordinates in order to meet schedules and resolve technical problems.
Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $91,200k to $119,700k annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company's applicable plan. Employees in this role are not eligible for overtime.
Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.
Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.
