Location: Stone Mountain, GA-100%Onsite
The
Technical Services Lead serves as a key liaison between Field Service, Engineering, Product Management, and Manufacturing teams to identify, investigate, and resolve product quality, reliability, and recurring field performance issues. This role drives continuous improvement initiatives by leveraging technical expertise, cross-functional collaboration, and customer insights to enhance product performance and serviceability.
Key Responsibilities:- Investigate, analyze, and compile technical data to effectively communicate product quality concerns and field issues to the appropriate stakeholders.
- Lead cross-functional teams in identifying root causes and implementing corrective actions for field service and product performance issues.
- Track, manage, and report the status, progress, and associated costs of active projects and improvement initiatives.
- Monitor product quality trends and develop service bulletins, application bulletins, and other technical communications as needed.
- Visit customer sites to observe, document, and troubleshoot field issues while supporting timely and effective problem resolution.
- Collaborate with New Product Development teams to evaluate service requirements, technical support needs, and product maintainability.
- Represent Technical Support throughout the Stage-Gate Product Development Process, ensuring support readiness and service considerations are incorporated into product launches.
- Review technical documentation for new products and assist in identifying training needs, content development, and launch readiness activities.
- Develop and deliver technical training programs for internal teams on new products, product enhancements, and technical updates.
- Provide technical leadership, mentorship, and guidance to less experienced team members and support staff.
- Champion continuous improvement efforts by identifying opportunities to enhance product quality, reliability, serviceability, and customer satisfaction.
What We Are Looking For- Requires a bachelor's degree in engineering, a related field, or an equivalent combination of education and experience.
- Requires at least 8 years of relevant HVAC experience.
- Projects a positive and professional image at all times, assisting customers promptly and conducting all business in a friendly, courteous and knowledgeable manner.
- Demonstrates ability to advocate, organize, problem-solve and provide root-cause results.
- Must be physically able to climb ladders and make roof-top inspections.
- Have strong understanding of Microsoft Excel, PowerPoint and Word.
- SAP knowledge a plus.
- Must possess and maintain a valid driver's license and be eligible to rent and operate rental vehicles for business travel.
- Must possess and maintain a valid passport.
- Must be able and willing to travel domestically and, on occasion, internationally as business needs require.
- Must be able to travel via commercial aircraft and stay overnight for customer visits, training events, field investigations, and other business-related activities.
- Travel requirements may be up to 50%.
What We OfferCompensation: This is a salaried exempt role. The starting salary range for this role and market is between $109,000 - $142,500 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, 10-11 paid holidays, and 3 floating holidays per year.
