Description:
This position is responsible for providing technical support and training in alignment with Mitsubishi Electric Trane HVAC LLC objectives. The BU-TSM is responsible for direction and development of Business Unit Technical Services personnel and responsible for programs and development support of distributor personnel.
Essential Functions
The essential functions of the position include, but are not limited to the following:
- Manage Business Unit (BU) Technical Service team including, but not limited to, strategy development and execution, operations, performance management and professional development.
- Partner with the BU Commercial and Residential Business Directors on all Technical Service and Support issues.
- Work closely with business unit personnel to ensure service and technical support is achieved in a quick and efficient manner.
- Monitoring of all submitted reports, including tracking Service Cases in SalesForce
- Management of programs for the development and support of distributor personnel, specifically Diamond Service Group (DSG) members.
- Diagnosing and solving extremely complex product operational problems.
- Provide technical support to technicians and distributor staff who are installing, diagnosing, troubleshooting, or repairing METUS products
- Collaborates with sales staff to ensure business unit goals are being met.
- Responds to situations where standard procedures fail to correct product malfunctions and customer dissatisfaction.
- Reports design, reliability, and maintenance problems to Product Planning and Quality Teams.
- Recommends product redesign to better meet customer needs.
- Partner with METUS Product Development teams to evaluate new products for feasibility of introduction.
- Identify product deficiencies and Partner with QA Team to determine a method to restore product quality, if needed.
- Monitor/review parts sales and warranty claims to identify potential product or component reliability problems.
- Become familiar with technical aspects of competitive products and advise management/team as needed
- Manage BU authorized concession clams to minimize extra-warranty related costs.
- Willing to travel up to 50% to for various Company meetings and training both domestically and possibly Internationally
- Other Duties as assigned
QUALIFICATIONS:
- Bachelor’s Degree in a technical discipline preferred
- Minimum of 7 years of experience in a technical HVAC role
- Technical experience with ductless, VRF, and hydronic systems is a plus
- Minimum of 5 years of direct management experience
- Strong critical thinking and problem-solving skills
- Effective negotiating skills
- Exceptional written and oral communications skills to include presentations
- EPA Certification
- Ability to manage multiple complex projects simultaneously
- Ability to work and lead a team without direct daily supervision in a fast-paced environment
- Exceptional written and oral communications skills including through formal presentations
- Ability to translate complex, technical thoughts and ideas and communicate them in an easy-to-understand format
- Proven ability to inspire and lead a diverse team
- Proven Customer Service skills
- Strong computer skills and proven proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
- Valid Driver’s License with acceptable driving record
- Be able to ascend/descend stairs and/or ladders to access job sites
- Be able to move up to 50 pounds in weight
- Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously