Residential HVAC Customer Service Manger - Midea America Corp

This is a fully in-person position in the Dallas, Texas area, not a remote position.

Midea America Corp., is one of the world’s largest home appliance brands, offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home, at work, or anywhere else you go. In North America we strive to aim high, put the customer first, transform and innovate the marketplace, utilizing our commitment, dedication, inclusion, and partnership with our teams. Midea America is a subsidiary of the Midea Group, a global company with over 150,000 employees and operations in more than 195 countries. As a publicly listed company, we are ranked #245 as a Fortune Global 500 company and offer one of the most comprehensive product portfolios in the industry.

This new position will be responsible for establishing and improving the tools and processes needed to support and sustain business growth in the residential HVAC channel. This will include assessment of current remote support processes; warranty claim processes and service parts management. This role will help hire a team of remote support technicians, warranty, and service parts administrators. This individual will be responsible for creating new processes and bringing on new tools to improve remote support capabilities for customers and internal stakeholders. This role will work closely with our training, tech support, sales, quality, and R&D teams to improve customer service and our products.

Essential Job Responsibilities:

• Become knowledgeable in Midea residential HVAC products, able to answer questions from customers regarding our product’s capabilities.
• Assist with hiring and provide daily oversight of the customer service team.
• Manage processes for remote technical support, warranty claims and service part management.
• Manage the documentation to track requests for troubleshooting, warranty claims processing and service parts.
• Identify and implement process and tool improvements to enhance customer service experience, work with R&D team to improve remote diagnostics capabilities.
• Communicate common complaints with regular reporting to internal stakeholders.
• Work with training curriculum and tech support teams to review FAQs.
• Join occasional customer meetings to promote our customer support capabilities.
• Work with the insights team to include contractor feedback in our innovation research.
• Collaborate with the international R&D team regarding product design, problem-solving, and new concept development as related to technical and application-related solutions.
• Ability to travel domestically.

Qualifications:

• HVAC or similar certification from an accredited institution.
• 10+ years of experience working with residential HVAC (ducted and ductless) equipment.
• Strong knowledge of residential HVAC equipment, installation, and troubleshooting.
• Experience in customer service HVAC role.
• Goal-oriented & self-managed.
• Effective communication skills.
• Computer skills including Microsoft office.
• Ability to thrive in a collaborative team environment.
• Ability to adapt written and verbal communications effectively depending on internal or external audience.

Preferred Qualifications:

• Previous experience managing customer service, warranty, and service parts.
• History of collaborating with global colleagues

Midea America Corp, is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.