Technical Support & Operations Manager

Danfoss; Atlanta (GA); On-site; USD 120,000 - 140,000; Full time

Job summary

A leading company is seeking a Technical Support & Operations Manager to lead their HVAC/R support team. This role involves strategic leadership, enhancing customer experience, and optimizing operational efficiency. The ideal candidate will have extensive HVACR experience, strong problem-solving skills, and a focus on continuous improvement. Join a diverse team committed to sustainability and innovation.

Benefits

Bonus system

Paid vacation

Flexible hours and remote work options

Personal insurance

Employee Resource Groups

State-of-the-art virtual work environment

Employee Referral Program

Qualifications

• 10+ years HVACR experience, including 5+ years in technical support.
• Experience in CO2 systems and food retail applications.

Responsibilities

• Lead and develop a high-performing technical support team.
• Enhance processes to improve efficiency and customer satisfaction.
• Collaborate with product and engineering teams for improvements.

Skills

Leadership

Problem-Solving

Communication

Data Analytics

Education

Bachelor’s degree in Mechanical Engineering

Tools

CRM systems

Customer support platforms

Job description

Technical Support & Operations Manager - HVAC/R

Join to apply for the Technical Support & Operations Manager - HVAC/R role at Danfoss

Job Overview

We are seeking a results-driven engineering professional to lead our Technical Support and Operations Team, supporting food retail customers. This role requires strategic leadership, technical expertise, and cross-functional collaboration to optimize customer experience and operational efficiency.

Key Responsibilities

1. Develop and implement a strategic vision, ensuring alignment across support functions.
2. Lead, mentor, and develop a high-performing technical support team.
3. Enhance processes to improve efficiency, productivity, and customer satisfaction, utilizing metrics to identify trends and optimize resources.
4. Promote proactive technical problem-solving, ensuring long-term solutions and preventing recurring issues.
5. Serve as escalation point for complex technical issues, ensuring timely resolution.
6. Collaborate with product, engineering, and sales teams to incorporate customer feedback into product improvements.
7. Oversee creation of knowledge base articles, troubleshooting guides, and training materials.
8. Manage budgets, resources, and schedules to achieve organizational goals.
9. Conduct performance reviews and foster team development.
10. Stay informed about industry advancements and emerging technologies to improve support operations.

Qualifications & Skills

• Bachelor’s degree in Mechanical Engineering (preferred).
• 10+ years HVACR experience, including 5+ years in technical support and 2+ years in management, with experience in CO2 systems.
• Strong knowledge of food retail applications, including software, hardware, and networking systems.
• Expertise in thermodynamics, vapor compression cycles, and heat transfer.
• Proven leadership in driving organizational objectives, including P&L management and sales targets.
• Excellent problem-solving, leadership, and communication skills, with a focus on continuous improvement.
• Experience with CRM systems, customer support platforms, and data analytics tools.
• Ability to prioritize multiple tasks in a fast-paced environment.

Additional Information

Work authorization is required; this role does not include sponsorship. Salary range: $120,000 - $140,000. Danfoss promotes diversity and encourages applicants from all backgrounds to apply, even if they do not meet every requirement.

Employee Benefits

• Bonus system
• Paid vacation
• Flexible hours and remote work options
• Personal insurance
• Employee Resource Groups
• State-of-the-art virtual work environment
• Employee Referral Program

About Danfoss

At Danfoss, we engineer solutions for resource efficiency and sustainability. We value diversity, innovation, and inclusivity, aiming to become CO2 neutral by 2030. All qualified applicants will receive consideration regardless of background.