Training and Technical Service Manager

As our client’s Technical Services and Training Manager, your primary responsibility will be to supervise their technical support and training functions. This position entails leading a team of technical support experts and trainers to ensure exceptional customer service, resolving technical problems, conducting quality assurance, developing and delivering training programs, and improving service and training processes continuously.

The Manager of Technical Services & Training is vital for customer satisfaction, maintaining product expertise, and enhancing employee skills to align with the organization’s technical needs.

Duties and responsibilities include:

• Oversee daily operations of technical services and training teams for residential, commercial, and applied heating, cooling, and ventilation products.
• Set individual objectives and KPIs, and assess team performance according to HR policies, establishing improvement plans as needed.
• Develop and manage technical service and support policies, procedures, and measurement criteria; update warranty statements to align with business objectives.
• Address issues raised by channel partners and BC office, acting as a factory liaison to resolve QA issues promptly.
• Lead negotiations for technical and financial support from parent factories when necessary.
• Support the creation, routine updates, and delivery of technical training for HVAC product lines through online and in-person formats to boost annual product sales in line with growth targets.
• Analyze annual warranty data to identify improvement areas and manage warranty costs.
• Track and evaluate routine HVAC product warranty claims and manage the allocated warranty budget.
• Oversee inventory rework within warehouses, distributors’ stock, and field units as required.
• Facilitate pre-market product testing and ensure engineering compliance.
• Lead the development and launch of local products and accessories, including testing, technical documentation, manuals, in coordination with relevant teams and vendors.
• Ensure the accuracy, maintenance, and timely distribution of technical documentation, service bulletins, and literature.
• Maintain effective communication with teams, including products, sales, supply chain, marketing, and distributor networks.
• Manage third-party vendor setups to support overall business objectives.
• Attend or lead industry shows and events as needed.