Hybrid HVAC Technical Support and Warranty Manager bei Minnesota Air Inc

Description

SUMMARY

The Technical Support & Warranty Manager leads and oversees all activities within the Technical Support & Warranty Department. This role is responsible for managing the warranty process, supporting customers (contractors, installers, and technicians) in the field, and ensuring high-quality customer service for both internal and external customers. Additionally, the Manager gathers and analyzes data to provide insights that influence company-wide decision-making..

ESSENTIAL JOB FUNCTIONS

Supervisory Responsibilities:  

• LMA – Leadership, Management, Accountability
• Recruits, interview, hire, and train new staff in the departments. 
• Act as coach and mentor to all employees in the departments.
• Oversee the daily workflow of the departments.
• Provide constructive and timely performance conversations. 
• Handle discipline and termination of employees in accordance with company policy. 

Duties/Responsibilities:

Tech Support  

• Conduct regular staff training on product knowledge, competitive positioning, and other relevant topics.
• Manage all aspects of the training lab and equipment.
• Stay updated on industry changes, new techniques, and applications to meet customer needs effectively.
• Ensure proper phone and email coverage to meet customer requests efficiently.
• Act as the primary escalation point for external and internal customer issues, coordinating with internal teams to ensure timely issue resolution.
• Manage complex customer issues by coordinating technical personnel, defining work plans, deadlines, and maintaining customer communications until resolution.
• Supervise the Technical Support department to provide support through phone communication, on-site visits, and technical bulletins.
• Maintain and manage the CRM database for Technical Support cases, ensuring accuracy and documentation.
• Conduct and oversee training for dealer/contractors, staff, and others on service system design and HVAC product application.
• Schedule field visits to support product start-up and problem resolution.
• Develop, implement, and continuously improve process documentation for the technical support team.
• Create training content to ensure a seamless year-round training program for customers, in collaboration with the Marketing team.
• Facilitate training as necessary.

Warranty  

• Manage the warranty segment, ensuring claims are processed, resolved, and handled promptly.
• Compile and manage reports on customer interactions, warranty claims, and related statistics.
• Coordinate communication between the Technical Support and Warranty departments regarding vendor warranty claim resolution.

Other

• Participate in and promote continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, and webinars.

Performs other related duties as assigned.

Requirements

REQUIRED SKILLS/ABILITIES  

• Excellent written and verbal communication skills.
• Strong interpersonal and time-management skills.
• Ability to communicate critical issue status effectively to leadership, sales teams, and other stakeholders.
• Proficiency in troubleshooting technically complex issues and understanding their impact on customer business priorities to develop solutions.
• Experience in data analysis and reporting, with HVAC industry experience preferred.
• Ability to stay informed on industry best practices, policies, news, and trends.
• Understanding of business needs and objectives across departments.
• Ability to define company-wide metrics and identify relevant data sources 

EDUCATION AND EXPERIENCE  

• Bachelor’s degree in Business, Mechanical Engineering, or a related field from an accredited institution.
• Minimum 2-year vocational training from an accredited HVAC institution.
• 5 to 8 years of related experience and/or training.
• Equivalent combination of education and experience will also be considered.
• Previous experience in HVAC, HVAC sales, or distribution network is required.

PHYSICAL REQUIREMENTS

Minnesota Air is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential duties and responsibilities of the role.

• The work environment is moderately noisy, with typical office sounds such as computers, phone calls, and conversations.

BENEFITS

• Medical, Dental, Vision, Hospital Indemnity, Critical Illness, Accident, and Life Insurance
• Employer HSA Contributions
• Employer 401(k) Match
• Employer paid Life Insurance
• Profit Sharing Program
• Referral Bonus opportunities
• Paid Family Leave
• Paid Time Off 
• Volunteer Time Off – 8 hours
• Paid Company Holidays – 8 days
• Floating Holiday – 8 hours

Minnesota Air, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or any other category that may be protected by law.