Technical Support & Operations Manager - HVAC/R

Danfoss; Baltimore (MD); On-site; USD 120,000 - 140,000; Full time

Job summary

A leading company in HVAC/R solutions is seeking a Technical Support & Operations Manager to lead their Technical Support and Operations Team. This role involves strategic leadership, overseeing technical support, and collaborating with cross-functional teams to optimize customer experience and operational efficiency. The ideal candidate will have extensive HVACR experience, strong leadership skills, and a focus on continuous improvement.

Qualifications

• 10+ years of HVACR experience, including 5+ years in technical support.
• Experience in CO2 systems and food retail applications.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Develop and implement a strategic vision for the support functions.
• Lead and mentor a high-performing technical support team.
• Enhance customer satisfaction through process improvements.

Skills

Problem-solving

Leadership

Communication

Continuous improvement

Education

Bachelor’s degree in Mechanical Engineering

Tools

CRM systems

Customer support platforms

Data analytics tools

Job description

Technical Support & Operations Manager - HVAC/R

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Job Description

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.

As the Technical Support and Operations Manager, you will oversee technical support, training, programming, and field support, ensuring seamless integration of these functions. You will collaborate with sales, product, and engineering teams to develop strategies, execute the vision, and foster continuous improvement. Promoting a culture of root cause problem-solving, you will work to prevent recurring issues and enhance customer satisfaction.

Job Responsibilities

• Develop and implement a strategic vision, ensuring alignment across support functions.
• Lead, mentor, and develop a high-performing technical support team.
• Enhance efficiency, productivity, and customer satisfaction through process improvements and metrics analysis.
• Proactively address technical challenges with long-term solutions to prevent recurrence.
• Act as escalation point for complex technical issues, ensuring timely resolution.
• Collaborate with product, engineering, and sales teams to incorporate customer feedback into product development.
• Oversee creation of knowledge base articles, troubleshooting guides, and training materials.
• Manage budgets, resources, and schedules to meet organizational goals.
• Conduct performance evaluations and support team development initiatives.
• Stay informed on industry advancements and emerging technologies to improve support operations.

Background & Skills

• Bachelor’s degree in Mechanical Engineering (preferred).
• 10+ years of 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 ability to meet organizational objectives including P&L 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.

Work authorization in the United States is required; sponsorship is not provided.

Salary range is $120,000 to $140,000, depending on experience and location.