Job Summary/Basic Functions:
The National Service Manager, USA, will report directly to the Global Service Leader. The primary responsibility of this position is to establish, develop, and optimize Armstrong Fluid Technology's service operations and systems to ensure Best in Class customer experience.
The right candidate must be a strategic thinker, technically competent, good communicator and possess the ability to inspire and lead cross functional teams including manufacturing, customer support, product development, finance, marketing and sales. This person will have strong leadership, teamwork, analytical and communication skills plus a demonstrated track record of customer advocacy and success in Building Energy Performance Services and leading HVAC Service organizations.
Specific Duties / Essential Functions:
- Direct responsibility for U.S. Service operations
- Develop, and implement consistent service systems around CRM, ERP, Asset Management, Centralized reporting, Contract management etc.
- Define and implement consistent methodology, workflows, best practices and KPIs for service execution in the U.S. This includes new and existing service offers
- Participate in New Product Development initiatives and lead service delivery strategy for all new products
- Lead global installed base tracking initiative in collaboration with internal and external stakeholders including channel partners
- Collaborate with internal stakeholders (Product Management, IT, Operations etc.) to ensure that Product Lifecycle data is updated.
- Work with Service Marketing to update and/or develop new Lifecycle Management offers
- Lead National Level 1 Technical Support team
- Lead development of new training content for End users, Service Parts Dealers and Commercial Service Partners
- Support Global Operation and Customers service on warranty determination and initial triage
- Support legal teams as and when required on legal issues
- Establish and maintain national performance guidelines for service delivery through partners
Education and Experience
- University or CET designation in Mechanical or Electrical Engineering or related field with a minimum of five years' technical or engineering experience. Registered Professional Engineer would be an asset
- Minimum of 10 years' experience in building and managing HVAC services operations team and infrastructure. Exposure at a global level would be an asset
- Experience in building and/or managing a team to deliver Performance Management Services & Energy Retrofits
- Experience in leading and influencing cross functional team is critical
- Strong technical knowledge of products and systems in the HVAC industry
- Knowledge of Asset Management Systems and methodologies is highly desirable
- Ability to read construction drawings, layouts and electrical, hydraulic schematics.
- Ability to effectively present business information and respond to questions from groups of managers, channel partners, customer, and End-users
