National Service Manager, USA
$95,000–$106,000 year
On-siteNorth Tonawanda, New York, United States
Job Summary
Establish, develop, and optimize U.S. service operations and systems to ensure Best in Class customer experience. Define and implement consistent methodologies, workflows, best practices, and KPIs for service execution, including new and existing service offers. Lead the National Level 1 Technical Support team and drive global installed base tracking initiatives with channel partners. Participate in New Product Development, lead service delivery strategy for new products, and collaborate with stakeholders to update Product Lifecycle data. Develop new training content for end users, service parts dealers, and commercial service partners. Support global operations on warranty determination and initial triage, while establishing national performance guidelines for service delivery through partners.
Required Qualifications
- Strategic thinking
- Technical competence
- Good communication
- Ability to inspire and lead cross functional teams including manufacturing, customer support, product development, finance, marketing and sales
- Strong leadership
- Teamwork
- Analytical skills
- Communication skills
- Demonstrated track record of customer advocacy
- Success in Building Energy Performance Services
- Leading HVAC Service organizations
- University or CET designation in Mechanical or Electrical Engineering or related field
- Minimum of five years' technical or engineering experience
- Registered Professional Engineer
- Minimum of 10 years' experience in building and managing HVAC services operations team and infrastructure
- Exposure at a global level
- Experience in building and/or managing a team to deliver Performance Management Services & Energy Retrofits
- Ability to effectively lead and influence cross functional team
- Strong technical knowledge of products and systems in the HVAC industry
- Ability to read construction drawings, layouts and electrical, hydraulic schematics
- Ability to effectively present business information and respond to questions from groups of managers, channel partners, customer, and End-users
Desired Qualifications
- Registered Professional Engineer would be an asset
- Exposure at a global level would be an asset
- Knowledge of Asset Management Systems and methodologies
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