Manager

Summary: Reporting to the Director of Customer Support & Field Operations, this position is responsible for managing all post-sale field service activities by leading two critical functions: the Technical Support team, which provides troubleshooting and issue resolution, and the Field Services team, which handles equipment startups, onsite support, and commissioning.
• Essential Duties and Responsibilities: Service Execution & Daily Operations: Lead, coach, and develop the national Technical Support Supervisor, Tech Support, and Field Service teams to deliver high-quality customer service. • Serve as the primary escalation point for complex field and technical issues. • Ensure timely, accurate, and professional handling of technical inquiries, warranty claims, and field escalations. • Oversee startup and commissioning support for STULZ HVAC equipment, ensuring alignment with contractual requirements and customer expectations. • Develop method of procedure (MOP) documents for specific service requests as needed. • Manage resource planning, on-call coverage, and technician dispatch to meet service demand. • Monitor and manage technician workload, prioritizing support assignments based on service demand, issue severity, and customer impact. • Participate in the company’s Sales & Operations Planning (S&OP) process to forecast technician resource needs, align service capacity with project timelines, and proactively address future demand. • Maintain technical documentation, service bulletins, and training materials. • Collaboration Across Departments: Support Applications and Quality teams in conducting failure analysis, provide corrective actions, and communicate findings to stakeholders. • Review engineering change requests (ECRs) and coordinate with engineering teams to implement necessary changes. • Collaborate with Engineering, Production, Quality, and Sales to address systemic product or process issues. • Support recruitment, onboarding, and training of new team members. • Performance Management: Support implementation and use of service management tools. • Develop, track, and report KPIs related to issue time to resolution, customer satisfaction, first-time fix rate, and field response effectiveness. • Develop and maintain standard operating procedures (SOPs) for technical support and field services. • Identify and implement process improvements to increase team productivity and customer satisfaction. • Promote a culture of safety, accountability, and customer-first responsiveness across the teams.

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