The Technical Support Manager will oversee the Technical Support Team for DriSteem and Anden, which provides service to our customers for field service resolutions and installation inquiries.  This role will also oversee the development of DriSteem’s mechanical contractor training programs.  The position reports to the Senior Director of Technical Solutions.

TECHNICAL SUPPORT MANAGEMENT

• Manage, support, and continuously improve the technical support processes and services provided.
• Proactively analyze data to identify trends and risks to prevent field issues from lingering on too long.
• Monitor the Technical Support Team regarding troubleshooting techniques, equipment operation, controls coordination, maintenance recommendations, and customer service etiquette.

• Establish, monitor, and evaluate departmental Key Performance Indicators (KPIs) on a regular cadence and report findings to Sales, Marketing, Operations, and Engineering to take appropriate action when needed.
• Provide technical support via phone, email or Webex meeting to support Dristeem’s and Anden’s full product lines.
• Plan and coordinate site visits for field issues while maintaining required departmental coverage for the call center.

• Critique, coach, and mentor the Technical Support Team regarding training, presentations, and content.
• Work closely with other departments within Dristeem and Anden to identify the root cause of problems, determine solutions, and solve issues.

• Act as a go-between for Marketing, Engineering, Operations, and Sales to find solutions to field and product issues.
• Provide input to Product Managers and Engineering for product enhancements that arise from field issues by following the CAR process.
• Ensure that technical support is provided in a timely fashion for equipment installations, start-ups, controls coordination, maintenance, and warranty support for our complete line of products.

• Responsible for building and maintaining relationships with DriSteem’s Manufacturer’s Representatives, Regional Sales Managers, Service Contractors, End Users, and OEMs.

• Monitor and help evaluate returned parts to ensure the credit process is followed correctly and fairly to all parties involved.
• Ensure that Field Service Reports are completed promptly, accurately and distributed to all appropriate parties.
• Investigate technical services or support tools to help facilitate communications and improve customer service.
• Report and document all potential claims due to injuries, safety, or damages to facilities to the Director of Customer Experience immediately upon notification.
• Meet at least once a week with the Technical Support Team to review open cases, recent events, reoccurring product issues, potential problem jobs, travel plans, and corporate and department KPIs.
• Initiate and provide growth plans and opportunities to advance within the department.
• Actively participate in the CAR process to find the root cause of field issues.

CALL CENTER AND CUSTOMER SERVICE MANAGEMENT

• Collect and monitor Call Center data weekly to ensure that proper coverage is being provided, and customer service goals are being maintained and exceeded.
• Establish and monitor key performance indicators (KPIs), including call efficiency, low abandonment rates, high conversion rates, first-call resolution, acceptable hold times, and average call duration.
• Act as a backup for calls and be available when an agent needs assistance.
• Ensure that field issue data and communications are collected promptly, recorded accurately, and updated in the Customer Service Management (CSM) tool.

GENERAL RESPONSIBILITIES

• Maintain a positive work atmosphere by acting and communicating professionally.
• Comply with any company safety and health rules and policies and promote safe work practices. Report any safety concerns to your supervisor or manager.
• Ensure compliance with departmental guidelines and company standards.
• Up to 30% travel.
• Understand and know how to use a Psychrometric chart
• Conduct DriSteem’s Technical Service training classes and other training classes as required.
• Monitor and ensure cybersecurity training is completed promptly, and cybersecurity protocols are followed.
• Proven ability to troubleshoot commercial HVAC equipment and controls installation issues.
• Understand the HVAC and water treatment systems.
• Knowledge of the manufacturer/independent representative channel and how it works.
• Manage annual budgets.

KEY QUALITIES AND SKILLS

• Proven ability to troubleshoot commercial HVAC equipment, commercial water treatment systems, and controls installation issues.
• Proven track record of training, teaching, and success in customer service businesses.
• Ability to multitask projects in a fast-paced environment.
• Excellent communication skills with multiple levels of staff, customers, and independent representatives.
• Desire to learn and grow.
• Manage field issues and projects to completion.
• Must be detail-oriented to ensure systematic procedures are followed consistently.
• Excellent presentation and facilitation skills, superb written, verbal, and interpersonal skills

EXPERIENCE

• 5+ years of HVAC and/or commercial water treatment systems experience.
• 3 - 5 years of supervisory and field experience.
• Bachelor’s degree or equivalent combination of education, experience, and professional certifications.
• Knowledge and experience with Building Automation Systems that include (Modbus, BACnet, and LonTalk).
• Knowledge of DriSteem and Anden product line is desirable.
• Intermediate level of experience with Windows, Word, Excel, Outlook, PowerPoint, and CRM software.