Technical Service Manager - First Tek, Inc.

Job Summary: Technical Service Manager is responsible for overseeing the day-to-day operations and activities of the technical service department; establishes and enforces team policies, procedures, and goals. Guide strategic planning and identifying primary department objectives and projects, improving technical service processes and systems and making them more effective, efficient and user friendly for our customers. Identify product opportunities based on customer requests and feedback received.

In addition to phone and email support, job site / customers visits may be required to assist with problem resolution. Other duties include consumer relations, special warranty issues, and providing technical product training for our dealers. Additionally, this position will support customers as needed to secure sales and address post-sale issues.

Company manufactures and/or distributes a variety of mechanical products for the HVAC, electrical, construction and plumbing industries. For over 80 years, company's customers have depended on us for quality products of excellent value, shipped to them in a timely manner. This passion for excellent customer service is the reason company has been growing at a very fast pace, this position will help us to continue serving our customers.

Key Responsibilities:

• Define, Maintain, report and accomplish department goals through managing the team, planning and evaluating department activities and project management oversight.
• Guide strategic planning and projects to improve technical service processes and systems aiming to have processes and systems more effective, efficient and user friendly for our customers.
• Manage and develop a team of Technical Service who provide remote technical assistance to customers.
• Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency.
• Gathering the Voice of the Customer, monitoring for early signs of quality issues by returning and analyzing products.
• Manage and prepare responses to both external and internal customer requests.
• Maintain a great Technical Service level by enforcing and improving technical service standards as per customer needs.
• Responsible to monitor and coordinate product warranty returns as necessary for analysis, keeping a close communication and follow up with other groups to assure product analysis is performed to determine corrective actions.
• In collaboration with the other members of the Technical Services Department, provide support to customers and resolve customer concerns by providing application technical information, responding to questions, virtual demonstrations etc.
• Prepare Technical Service presentations and product comparisons for business development.
• Manage any Technical Service training efforts to assist with the installation, commissioning, and operation of products.
• Other duties as assigned.

• BS in Engineering or other Technical Discipline
• 8-10 Years of experience as Technical Service Manager with knowledge of Sealants, HVAC, Plumbing, Electrical and General Construction preferred
• Strategic Planning and project management experience.

• Ability to understand, assess, and problem-solve by leveraging technical and analytical skills.
• Strong communication and written skills.
• Passion for customer experience
• Strong critical thinking and business curiosity; ability to drive insights and decisions utilizing multiple inputs and data sources.
• Strategic Planning. This involves developing and implementing a long-term plan that guides an organization towards achieving its goals and objectives, including critical thinking, creative problem-solving, effective communication, and collaboration with stakeholders.
• Risk Management skills to identifying potential risks, developing, and implementing strategies to mitigate them, monitoring and evaluating effectiveness, and communicating with stakeholders.
• Human Resources skills include attracting and selecting top talent, providing training and development opportunities, managing employee relations, and ensuring compliance with employment laws and regulations.
• Leadership skills to inspiring, motivating, and guiding the Technical Service team towards achieving its goals and objectives, including a clear vision, effective communication, and relationship building.
• Innovation and Change Management skills to identify opportunities for innovation, developing and implementing new ideas, and continuously improving processes.
• Communication skills that promote building trust, promoting transparency, and ensuring alignment and understanding among the organization and external stakeholders, including clear articulation of ideas, active listening, and tailored messaging.
• Knowledge of sealants, plumbing, electrical, HVAC systems and general construction

For more information, please email us at recruiters@cenergyintl.com

Pay Range:
The pay range for this position is $100k - $110k annually; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is provided pursuant to applicable law and is based in part on market location.

Benefits: Our employees enjoy the following benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, paid time off program with paid holidays, and various wellness programs.