Mgr., Service-HVAC
On-sitePlano, Texas, United States
Job Summary
Establish after-sales infrastructure for the North American region by benchmarking against industry leaders to define operating policies, service workflows, and quality standards covering the entire lifecycle from customer inquiry to closed-loop complaint management. Oversee Customer Contact Center operations, spare parts warehousing, and technical support teams to ensure seamless integration and drive operational efficiency while guaranteeing KPI achievement. Lead product technical support efforts, develop the North American After-Sales Knowledge Base, and collect customer feedback to drive product iterations and optimize service processes. Collaborate with local US distributors, the US subsidiary, and Chinese headquarters to facilitate high-efficiency resource coordination. Requires 5+ years of front-line HVAC support experience with 2+ years in leadership, deep familiarity with North American industry standards, and proficiency in CRM systems.
Required Qualifications
- Deep familiarity with North American HVAC industry standards and technical specifications
- In-depth understanding of commercial and residential HVAC systems (Heating, Ventilation, and Air Conditioning) regarding principles of operation, installation, commissioning, and maintenance/repair
- Minimum of 5 years of front-line customer support experience in the North American HVAC industry
- At least 2 years in a leadership or team management role
- A profound understanding of the North American HVAC market landscape, customer needs, service pain points, and industry trends
- Familiarity with local after-sales and spare parts supply chain operational models
- Skilled in Microsoft Office (Excel, PowerPoint, Word)
- Familiarity with After-Sales CRM systems and related mobile service applications
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