TECHNICAL SERVICE MANAGER

Ultipro; Los Angeles (CA); On-site; USD 84,000 - 105,000; Full time

Job summary

Ultipro seeks a Regional Technical Service Manager to support internal and external customers who install, repair, and maintain heating and air-conditioning systems. You will train technicians, coordinate with dispatch, and report to Upper Management to meet service goals.

Responsibilities include dealer support, field intelligence, installation validation, and developing training materials. Travel up to 30% is required to visit job sites and deliver programs.

Qualifications

• Strong HVAC knowledge and field troubleshooting experience.
• Excellent customer service, communication, and interpersonal skills.
• Ability to develop and deliver training materials for technicians and dealers.

Responsibilities

• Provide technical support to dealers/contractors to resolve issues.
• Coordinate field intelligence and proactive quality feedback from the field.
• Validate product installations and communicate findings to corporate teams.
• Prepare and deliver installation and service training sessions; produce training materials.
• Ensure high-quality, cost-efficient service operations and on-time support.
• Travel up to 30% to customer sites and training sessions.

Skills

HVAC Knowledge

Customer Service

Training & Documentation

Education

High School Diploma or GED

HVAC Certification

Tools

MS Outlook

MS Word

MS Excel

PowerPoint

Job description

The Regional Technical Service Manager supports internal and external customers who install / repair and maintain heating and air-conditioning systems including conducting training. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure customer satisfaction while meeting departmental goals and objectives.

Position Responsibilities may include:

• Provide support for dealers/contractors to resolve technical issues
• Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation
• Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints
• Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes
• Field Communication / RMA / Service Bulletin SupportClosed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on the success of Corrective Actions
• Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates
• Produce training materials for sessions
• Produce materials and conduct installation and service training sessions
• Responsible for high quality, cost-efficient and on-time service operation (internal and external)
• Ensure the availability and quality of communications with our customers
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

• Applies advanced knowledge of job area typically obtained through advanced education and work experience
• Manages projects and processes while working independently and with limited supervision
• Coaches and reviews the work of lower-level professionals
• Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions

Knowledge & Skills:

• Formal Product Training - effectively train/educate customers on our products
• Strong HVAC technical knowledge, operating systems, mechanical and electrical ability
• Excellent customer service, relationship management, and interpersonal skills
• Proficiency in MS Outlook, Word, Excel, and PowerPoint
• Must have excellent communication skills both written and verbal and HVAC technical acumen
• High level of attention to detail and problem-solving skills
• Excellent organizational, time management, and project management skills
• Ability to apply good judgment, strong work ethics, and integrity on the job
• Highly self-motivated and directed with the ability to work in a fast-moving environment
• Ability to apply good judgment, strong work ethic, and integrity on the job.

Experience:

• 5+ years in field service and repair

Education/Certification:

• High School Diploma or GED equivalent
• HVAC training/certification required

People Management: No

Physical Requirements / Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations
• Travel is required - up to 30%

Reports To:

• Manager, Divisional Tech Services

Pay: $84,000.00 to 105,000.00

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.

Travel Required

Yes . 30%

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.