The Technical Service Support Manager for Hearth and Garage Doors offers support to both internal and external installers responsible for the installation and repair of heating and garage door systems. This role involves regular collaboration with installers and scheduling teams to ensure customer satisfaction while effectively meeting departmental goals and objectives.
Position Responsibilities may include:
- Provide technical support to installers, dealers, and contractors to resolve issues and conduct reliability investigations.
- Monitoring for Quality Issues, Job Site Visits, validate product installations against installation orders (I/O).
- Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes
- Gather feedback on field or building code application changes and communicate effectively with corporate.
- Managing Scheduling Manage the scheduling of installers and subcontractor installations and services
- Responsible for high quality, cost-efficient and on-time service operation (internal and external subcontractor)
- Field Communication Ensure the availability and quality of communications with our customers
- Inventory Management, cycle counting of inventory.
- Follow all company safety standards and procedures.
- Perform additional projects/duties to support ongoing business needs.
Nature & Scope:
- Applies advanced knowledge of job area typically obtained through advanced education and work experience
- Manages projects and processes while working independently and with limited supervision
- Coaches and reviews the work of lower-level professionals
- Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions
Knowledge & Skills:
- Formal Product Training – effectively train/educate on our products
- Strong Hearth and Garage Door technical knowledge, operating systems, mechanical and electrical ability
- Excellent customer service, relationship management, and interpersonal skills
- Proficiency in MS Outlook, Word, Excel, and PowerPoint
- Must have excellent communication skills both written and verbal and technical acumen
- High level of attention to detail and problem-solving skills
- Excellent organizational, time management, and project management skills
- Ability to apply good judgment, strong work ethics, and integrity on the job
- Highly self-motivated and directed with the ability to work in a fast-moving environment
- Ability to apply good judgment, strong work ethic, and integrity on the job.
Experience:
- 5+ years in field service and repair
People Management: No
Physical Requirements / Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations
- Limited Travel is required – up to 30%
- Position qualifies for the Business Phone Program, offering either a company-issued device or reimbursement for approved personal device usage.
Williams Distributing Co. and Shoemaker Inc., part of Daikin Comfort Technologies North America, Inc., a leading wholesale distributor in Michigan, Ohio, and Indiana, specializing in HVAC equipment and residential products like Kitchen and Bath, Hearth, and Garage Doors. Our mission is to enhance living environments through quality products and services while working closely with dealers, builders, contractors, designers, and architects. Learn More About Williams Distributing (https://wmsdist.com/)
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
