Regional Supervisor, Technical Support

The Regional Supervisor, Technical Support will manage a team of District Technical Representatives (DTR) while continuing to develop and lead the execution of product support strategies that will help Rheem obtain global and divisional key initiatives. This position will lead the DTRs by providing coaching, training, and mentorship to make them a highly effective sales support staff. The role will be customer facing and will require a strong customer-focused mentality. This position will serve Air Division . This position is field based, supporting the (East or West) region. The position should reside near a major airport within the region.

• RESPONSIBILITIES
• Establish and manage DTR key performance initiatives (KPIs), and Individual personal development goals.
• Develop and standardize technical support processes and procedures across business unit
• Train and mentor District Technical Representative.
• Oversee the service cases, ensuring timely response and resolution of customer issues.
• Monitor service activities to ensure compliance with company standards and customer expectations.
• Coordinate and route projects and complex customer issues as appropriate within the team and act as the single point of escalation for issues requiring additional support.
• Lead the communication of technical issues and results to internal staff, management, and vendors in a simple easy to understand manner.
• Assign & lead the development of training curriculum and training class schedules, aligning to Rheem’s sustainability training initiative, and holding the team accountable for reporting numbers in CRM and / or LMS.
• Develop and maintain strong relationships with vendors, engaging with them as needed to ensure up-to-date product knowledge.
• Manage customer relationships, provide solutions for customer escalations, and track customer satisfaction. Regularly contact customers to evaluate service performance, solve issues, and seek opportunities for improvement.
• Coordinate with sales and marketing director to develop, schedule, and conduct training sessions for both internal staff and customers on equipment lines.
• Work closely with cross-functional teams to address technical challenges and support the achievement of sales and company objectives.
• Participate in trade shows or expo presentations, seminars, and education that promote the image of the company and its products and services
• Perform other related duties as required and assigned.

QUALIFICATIONS

• Bachelor’s degree in related field highly preferred, however experience in similar function may supplement degree
• Degree in the HVAC industry preferred, but not required.
• 5+ years related HVAC experience in a technical capacity is required.
• Experience in a leadership role in technical or business operations required
• Experience in preventative maintenance, installation, and repair of heating, ventilating or air conditioning systems.
• Experience in HVAC Wholesale distribution.
• Instructional or training experience.
• Good listener, self-motivation, strong communicator via verbal and written conversations
• Able to deal with a variety of people and situations in a positive, collaborative, and open-minded manner.
• Well organized and professionally represent the company.
• Ability to think critically and logically under pressure.
• Solid knowledge of Microsoft Suite – word, teams, excel, outlook, PowerPoint
• Effective multi-tasking and problem-solving skills.
• Travel to customer locations and worksites as needed, approx. 50%
• Ability to work collaboratively in a team-oriented environment
• Commitment to excellent customer service and embodying company values
• Must possess excellent communication, business presentation and public speaking skills
• Ability to develop training materials, presentations, reports, and other related documentation and collateral.
• Required to read, communicate verbally and/or in written form, remember and analyze certain information, and remember and understand certain instructions or guidelines

Physical Requirements:

• Regularly lift and/or move up to 50 lbs., stand, walk, and sit. Frequently required to use hands to touch, handle, and feel, and to reach with hands and arms
• Exposure to extreme temperatures, dirt, dust, fumes, and loud noises
• Ability to access spaces where equipment is installed, including but not limited to rooftops, attics, and crawl spaces

The pay scale for this position $74,800 - $137,268. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria. #LI-AM2 #LI-Remote Apply tot his job