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Company

Johnson Controls · 2 days ago

Regional National Accounts Technical Service Manager (Remote - U.S.)

Wichita, KS

Full-time

Remote

Senior Level

6+ years exp

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Industrial EngineeringPhysical Security

No H1B

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Responsibilities

Support Residential Unitary Distribution channel development with assigned distribution partners.

Provide process and personnel training for distributor personnel.

Coordinate assigned new distributor technical services launch process.

Conduct and communicate detailed warranty system analysis to provide information for discussions with distribution channel partners for warranty claim reductions.

Provide Residential product information, knowledge and application support.

Provide critical job site support and customer satisfaction activities related to Distribution Channel partners, Contractors and Consumers, utilizing customer knowledge, market conditions and product knowledge.

Conduct damage and Injury investigation related to Residential and Commercial product field issues.

Assist in providing applications and start-up/commissioning assignments when requested.

Provide critical problem job site support.

Participate in activities such as Service Advisory council, Technical Service conferences, Technical Service Manager monthly meetings and distributor/dealer meetings. Spoken or pre-recorded video sessions are required of the RTSM.

Compliment the Residential call center support team, and provide Level 3 situational awareness, customer satisfaction criteria and technical support to drive positive business relationships with customers. Use Salesforce Service Cloud, SAS warranty system, SAP and other business tools to provide data and feedback for that technical support.

Deliver support to assigned distributor partners related to factory quality concerns with specific process, procedures and product training through product management, technical services and DS Academy team.

Participate in DS New Product Introduction processes (D3/RCLP) as input for 'Voice of the Customer' related to application, installation, commissioning, field problem resolution, etc.

Qualification

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HVAC field serviceHVAC equipment selectionHVAC training experienceMS Office SuiteSAPSalesforceSAS warranty systemCustomer relationship management

Required

Bachelor’s degree and a minimum of six (6) years of HVAC field service, sales, product engineering experience OR Associate degree and a minimum of eight (8) years of HVAC field service, sales, product engineering experience OR an equivalent combination of education and experience.

Knowledge of HVAC equipment selection and application, installation requirements, service and troubleshooting processes, etc.

Previous experience working in an HVAC Training position.

Ability to travel a minimum of 50%.

Prior experience and a proven track record of successfully working remotely showcasing strong self-discipline and the ability to meet deadlines independently.

Advanced proficiency using MS Office Suite (Excel, Word, PowerPoint, Outlook).

Proven ability to solve practical problems, develop long-term solutions and effectively communicate resolutions to customers.

Demonstrated outstanding customer relationship management and meeting facilitation skills.

Disciplined self-starter with excellent time management and multitasking skills in a fast-paced sales environment.

Exceptional interpersonal skills with the demonstrated ability to relate to people at all levels communicating both on a technical and non-technical basis.

Outstanding presentation skills and experience facilitating one on one and group presentations.