Location: Remote in the NW region of U.S., preferably Seattle or Oregon
Overview:
The After Sales Support & Training Manager will be responsible for delivering regional technical support, product training, and field service assistance for Hisense HVAC residential and light commercial products within the assigned market. This role will serve as a key technical resource for distributors, contractors, sales teams, and internal support teams by answering technical support calls, providing in-person and remote training, and supporting occasional on-site startup, troubleshooting, and quality assurance testing for inverter unitary side discharge, top discharge, ductless, and VRF products, with a primary focus on single-phase applications
Duties/Responsibilities:
- Serve as the primary after-sales technical support and training resource for Hisense HVAC products within the assigned region.
- Answer incoming technical support calls and provide clear, professional troubleshooting guidance to distributors, contractors, sales representatives, and internal support teams.
- Provide in-person, remote, and classroom-based training for distributors and contractors covering installation, startup, service, troubleshooting, and best practices for Hisense HVAC products.
- Conduct occasional on-site startup assistance, troubleshooting, and quality assurance testing as needed for inverter unitary side discharge, top discharge, ductless, and VRF systems.
- Support primarily single-phase inverter-based products while maintaining working knowledge of applicable product lines, installation requirements, controls, diagnostics, and service procedures.
- Partner with distributors and contractors to improve product knowledge, installation quality, troubleshooting capability, and customer satisfaction throughout the assigned market.
- Document field issues, training needs, product feedback, quality concerns, and recurring technical questions to support continuous improvement across service, training, product, and warranty processes.
- Assist with the development of service, installation, troubleshooting, and training content for Hisense HVAC support tools, apps, and customer-facing resources.
Requirements/Qualifications:
- Associate degree or HVAC related technical certification required. Bachelor's degree is preferred.
- 2+ years of experience with in-field product support on residential and light commercial HVAC systems (Unitary, Ductless, Packaged Units, Rooftop Units, Inverter-based Systems, VRF, etc.).
- Experience providing classroom and hand-on HVAC technical training.
- Ability to provide in-person and online training and technical support to customers.
- Excellent communications skills, and the ability to give professional presentations and instructions.
- Skilled with Microsoft Office tools, such as PowerPoint, Excel, Word, Outlook, Teams.
- Ability to problem solve and multitask.
- Ability to work well in groups and take instruction from others.
- Ability to travel up to 30% within the United States and Canada.
- Motivated self-starter with the ability to work independently while supporting key business and leadership objectives.
