Technical Support & Operations Manager

Danfoss GmbH; Atlanta, Town of Texas, Baltimore (GA, WI, MD); Hybrid; USD 120,000 - 140,000; Full time

Job summary

An established industry player is seeking a results-driven Technical Support and Operations Manager to lead their team in enhancing customer experience for food retail clients. This role demands strategic leadership and technical expertise, requiring collaboration across various departments to drive operational efficiency. The successful candidate will oversee technical support, training, and programming, ensuring seamless integration of these functions. With a focus on continuous improvement and proactive problem-solving, this position offers a unique opportunity to make a significant impact in a forward-thinking company committed to sustainability and innovation.

Benefits

Bonus system

Paid vacation

Possibility to work remotely

Personal insurance

Opportunity to join Employee Resource Groups

State of the art virtual work environment

Employee Referral Program

Qualifications

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

Responsibilities

• Lead and mentor a high-performing technical support team.
• Implement processes to enhance efficiency and customer satisfaction.

Skills

HVACR experience

Problem-solving skills

Leadership skills

Communication skills

Data analytics

Education

Bachelor’s degree in Mechanical Engineering

Tools

CRM systems

Customer support platforms

Data analytics tools

Job description

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Baltimore, MD, US Atlanta, GA, US Minnesota, US Texas, US

Employment Type: Full Time

Job Description

We are looking for 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.

As the Technical Support and Operations Manager, you will oversee technical support, training, programming, and field support, ensuring these functions work seamlessly together. You will collaborate with sales, product, and engineering teams to develop strategy, execute the vision, and drive continuous improvement. Additionally, you will promote a culture of root cause problem-solving, preventing recurring issues and enhancing customer satisfaction.

Job Responsibilities

Key Responsibilities
• Develop and execute a strategic vision, ensuring alignment across all support functions.
• Lead, mentor, and cultivate a high-performing technical support team, driving excellence and continuous improvement.
• Implement processes to enhance efficiency, productivity, and customer satisfaction, using metrics to identify trends and optimize resources.
• Promote a proactive approach to solving technical challenges, ensuring long-term solutions and preventing recurring issues.
• Act as the escalation authority for complex technical issues, ensuring timely resolution.
• Collaborate with product, application engineering, and sales teams to integrate customer feedback into product enhancements.
• Oversee the development of knowledge base articles, troubleshooting guides, and training materials to support customer needs.
• Manage budgets, resources, and schedules, optimizing team performance and achieving organizational goals.
• Conduct performance evaluations, provide constructive feedback, and drive team development initiatives.
• Stay ahead of industry advancements and emerging technologies to continuously improve support operations.

• Bachelor’s degree in Mechanical Engineering (BSME) preferred.
• 10+ years of HVACR experience, including 5+ years in technical support and 2+ years in management. Experience with CO2 systems
• Strong knowledge of food retail applications, including software, hardware, and networking systems.
• Expertise in thermodynamics, vapor compression cycles, and heat transfer.
• Proven ability to drive organizational objectives, including P&L management and sales targets.
• Exceptional 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.

Work Authorization: Danfoss hires individuals authorized to work in the United States. This position does not include sponsorship opportunities.

Salary Range Disclaimer: The base salary range represents the low and high end of the range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees.The range for this position is $120,000 to $140,000.

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Possibility to work remotely
• Personal insurance
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.000people, serving customers in more than 100 countries through a global footprint of 95 factories.