TECHNICAL SUPPORT MANAGER
Location: Vernon, BC
Position Status: CLOSED
Our very well established Vernon, BC client is looking to add an experienced Technical Support Manager to their amazing team. This role is responsible for planning, leading and executing the Technical Support team activities, to ensure proper product application and customer satisfaction. The individual will focus on developing & implementing the necessary tools to provide unsurpassed technical support. The role requires someone to create, develop and implement new processes to efficiently support the market.
RESPONSIBILITIES:
· Accountable to develop and execute the strategy and direction to support the organizations goals and objectives.
· Builds, develops and manages the Technical Support team to support pre and post sales efforts.
· Responsible for ensuring internal staff is properly trained to support application design, installation, setup, and troubleshooting.
· Ensures brand loyalty through effective communication with customers regarding product information, brand image and brand promise
· Performs voice of customer (VOC) initiatives for application / product / service / process improvements and provides solid proposals to the New Product Development process to ensure proper solutions are provided to the customer.
· Establishes key performance indicators (KPI) measuring customer satisfaction and support effectiveness to make the necessary improvements
· Develops and implements the necessary tools and materials to provide efficient and effective customer support experience
· Responsible for creating and delivering technical training material to ensure customers possess the proper understanding of the applications, operation, installation and troubleshooting of the products
· Manages and communicates effectively with the distribution channels and with customers to ensure closure to all labor claims and maintains detailed documentation and management approvals
· Provides input to the risks associated with the recall process to ensure the customers are protected against potential issue, while maintaining confidence within the market place
· Works closely with other disciplines in Product Management, Engineering, Quality and IT internally and other Watts enterprise global business units to align communication, develop processes and improve best practices.
REQUIREMENTS:
· Bachelor’s Degree in an Engineering discipline preferred or applicable practical field experience with strong technical understanding mainly in HVAC applications
· Previous experience in managing multiple technical direct reports
· 5-7 years of experience with leading technical teams in a customer support environment
· 3+ years of HVAC control experience preferable in Hydronic applications
· Excellent written and verbal communication skills
· Outstanding interpersonal skills with an emphasis on great customer service
· Strong process development/deployment skills within an organization.
· Proactive, creative work style and a self-starter
· Excellent computer skills required; advanced level in MS Office & Visio
· Solid organizational skills including attention to details and multitasking skills
· Understanding of IoT-connected systems and comfortable with new emerging technologies considered an asset
· Understanding of electronics and high-tech manufacturing processes
· Relevant technical experience in Residential or Commercial HVAC systems with a focus on Automation and Control Systems
· Developing and delivering high quality training material tailored to different levels of technical depth and disciplines
· Able to travel into the United States and Europe (up to 30%)
· Position is located in Vernon, British Columbia, Canada and is not able to be done remotely.
Please email resume to kristie@kanrecruitment.com. We thank all those who express interest in this opportunity however only those short-listed we be contacted.
