Technical Service & Training Manager
ABCO HVACR Supply + Solutions - Long Island, NY

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ABCO Refrigeration Supply Corp has an opening for an experienced Technical Service and Training Manager in our Long Island City office.

This individual will poses a working knowledge of residential and commercial air conditioning systems and components, as well as boilers, electric/electronic and pneumatic control systems, and general building mechanical systems. In-depth expertise and a comprehensive understanding of diagnostic techniques for trouble shooting HVAC/R systems and equipment is a must.

Reporting to the VP of Sales & Product Management, this position is responsible for providing technical product support, equipment and systems start-up support, as well as solutions and training on various HVAC/R products and systems.

In addition, this individual will provides sales and technical assistance for internal branch teams, assists with reactive sales phone coverage for various customers including architects, engineers, developers, contractors, builders, and will assist in the day to day equipment selection, system design and quoting activities of the branches.

PRINCIPAL DUTIES

Responsibilities include but are not limited to the following:

Technical Support & Start-ups

Identify problems and provide solutions to ensuring customer satisfaction.

Handle a high volume of calls for extended periods, with a positive client service demeanor.

Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite resolutions.

Responds to calls to architects, engineers, builders, developers, utilities, and national accounts as directed by the Sales Manager.

Provides technical assistance or information for favorable product specification. Effectively promotes commercial third party products, influencing the purchase decision.

Perform site-surveys, factory startup, commissioning and warranty work.

Identifies, analyzes, diagnoses, and repairs systems and products at customer's location. He or she must be able to troubleshoot hardware, software and connectivity issues on both stand alone systems and networked systems.

Required to utilize computer equipment to diagnose the equipment issues and corrective measures.

Must accurately educate or re-educate customers on basic system operations and functions including but not limited to equipment & system operation.

Demonstrate an understanding and adherence to all work safety policies and procedures including OSHA and any local authorities governing requirements.

Perform field resolutions of customer complaints as necessary.

Candidate must be able to troubleshoot hardware and software problems effectively and seek stable cost effective solutions.

Must be comfortable with travel, sometimes on short notice, and occasional after-hours support requirements.

Design & Quoting

Provide selling support through technical assistance to co-workers, customers, and others who may influence the purchase decision.

Utilizing system databases, provides project pricing and estimates.

Ability to following blueprints or engineering specifications and a hands-on ability to work from diagrams and drawings and utilize tools of the trade.

Review contract documents to determine scope of work and to ensure all requirements are included in cost estimate.

Coordinate submittal process including approvals, resubmissions, and releasing materials for delivery within project schedule.

Assist in promotion and sale of additional equipment/services.

Training

Perform pertinent training classes for installation and service as necessary.

Coordinate training scheduling.

Coordinate equipment start up, punch list and

Develop technical training plans, strategies and curricula as needed.

Deliver high-impact training in the areas of heating and cooling focused upon diagnostic and repair.

Assist in the selection, training and development of trainers in order to meet the technical training needs of the business.

Coordinates with manufacturers for appropriate training and warranty processes as needed

Lead development / delivery of training and on-going support using multiple media (e.g., formal classroom, facilitated workshops, online self-paced, webinars, knowledge management systems, Help Desk and coaching

Monitor effectiveness of communications and training activities and coordinate updates to plans and activities as necessary to achieve transformation program objectives

For all training, select appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training.

Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.

Compile data and analyzes past and current year training requirements for budget requests and justify funds requested.

Formulate training policies, programs, and schedules, based on knowledge of identified training needs, business systems, or changes in products, procedures, or services.

Conduct technical training for internal sales team, customers, and other business associates.

Candidate may be required to train end-users or peers in the use of hardware and software that they have mastered.

Qualifications

The ideal candidate will have a minimum of four years of technical HVAC service experience combined with 2-5 years of HVAC business/supervisory experience and will have extensive troubleshooting experience. Comprehensive knowledge of the principles of air conditioning with specific knowledge of Commercial Product lines required.

Strong analytical ability required to effectively communicate with all levels of employees, management and customers, strong and demonstrated effective verbal, written and listening skills and professional telephone skills and manners.

This position requires excellent oral and written communication skills and strong problem solving and technical troubleshooting skills. The ideal candidate is self motivated and capable of working in both team and individual settings.

Candidate must be a team player at all times. He or She must be receptive and welcome opportunity, challenges and changes in the work place. Must be able to cross team boundaries and partner with other groups to identify issues, find and apply solutions

Must have ability to communicate effectively with adverse, difficult and potentially discouraged customers.

Candidate must be self motivated and be able to think out of the box while adhering to policy guidelines and exercising best practices at all times.

Candidate must pose the ability to work effectively with limited input and with little supervision.

Candidate must exercise a good strong work ethic.

Candidate must be dependable and punctual and present him or herself in proper business casual attire at all times.

Must have current valid driver's license and clean driving record.

Strong customer service orientation.

Must be comfortable working in a dynamic environment with constant changes and growth.

Educational and experience requirements include: Engineering degree or equivalent combinations of technical training and/or related experience.

Advanced management or technical training preferred.

Excellent organizational, supervisory and decision making/problem solving skills essential.

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