Technical Support Manager

Eden Prairie, MN

POSITION SUMMARY

The Technical Support Manager will oversee the Technical Support Team for DriSteem and Anden, which provides service to our customers for field service resolutions and installation inquiries.  This role will also oversee the development of DriSteem’s mechanical contractor training programs.  The position reports to the Senior Director of Technical Solutions.

TECHNICAL SUPPORT MANAGEMENT

  • Manage, support, and continuously improve the technical support processes and services provided.
  • Proactively analyze data to identify trends and risks to prevent field issues from lingering on too long.
  • Monitor the Technical Support Team regarding troubleshooting techniques, equipment operation, controls coordination, maintenance recommendations, and customer service etiquette.
  • Establish, monitor, and evaluate departmental Key Performance Indicators (KPIs) on a regular cadence and report findings to Sales, Marketing, Operations, and Engineering to take appropriate action when needed.
  • Provide technical support via phone, email or Webex meeting to support Dristeem’s and Anden’s full product lines.
  • Plan and coordinate site visits for field issues while maintaining required departmental coverage for the call center.
  • Critique, coach, and mentor the Technical Support Team regarding training, presentations, and content.
  • Work closely with other departments within Dristeem and Anden to identify the root cause of problems, determine solutions, and solve issues.
  • Act as a go-between for Marketing, Engineering, Operations, and Sales to find solutions to field and product issues.
  • Provide input to Product Managers and Engineering for product enhancements that arise from field issues by following the CAR process.
  • Ensure that technical support is provided in a timely fashion for equipment installations, start-ups, controls coordination, maintenance, and warranty support for our complete line of products.
  • Responsible for building and maintaining relationships with DriSteem’s Manufacturer’s Representatives, Regional Sales Managers, Service Contractors, End Users, and OEMs.
  • Monitor and help evaluate returned parts to ensure the credit process is followed correctly and fairly to all parties involved.
  • Ensure that Field Service Reports are completed promptly, accurately and distributed to all appropriate parties.
  • Investigate technical services or support tools to help facilitate communications and improve customer service.
  • Report and document all potential claims due to injuries, safety, or damages to facilities to the Senior Director of Technical Solutions immediately upon notification.
  • Meet at least once a week with the Technical Support Team to review open cases, recent events, reoccurring product issues, potential problem jobs, travel plans, and corporate and department KPIs.
  • Initiate and provide growth plans and opportunities to advance within the department.
  • Actively participate in the CAR process to find the root cause of field issues.

CALL CENTER AND CUSTOMER SERVICE MANAGEMENT

  • Collect and monitor Call Center data weekly to ensure that proper coverage is being provided, and customer service goals are being maintained and exceeded.
  • Establish and monitor key performance indicators (KPIs), including call efficiency, low abandonment rates, high conversion rates, first-call resolution, acceptable hold times, and average call duration.
  • Act as a backup for calls and be available when an agent needs assistance.
  • Ensure that field issue data and communications are collected promptly, recorded accurately, and updated in the Customer Service Management (CSM) tool.

GENERAL RESPONSIBILITIES

  • Proven ability to troubleshoot commercial HVAC equipment, commercial water treatment systems, and controls installation issues.
  • Proven track record of training, teaching, and success in customer service businesses.
  • Ability to multitask projects in a fast-paced environment.
  • Excellent communication skills with multiple levels of staff, customers, and independent representatives.
  • Desire to learn and grow.
  • Manage field issues and projects to completion.
  • Must be detail-oriented to ensure systematic procedures are followed consistently.
  • Excellent presentation and facilitation skills, superb written, verbal, and interpersonal skills.

KEY QUALITIES AND SKILLS

  • Proven ability to troubleshoot commercial HVAC equipment, commercial water treatment systems, and controls installation issues.
  • Proven track record of training, teaching, and success in customer service businesses.
  • Ability to multitask projects in a fast-paced environment.
  • Excellent communication skills with multiple levels of staff, customers, and independent representatives.
  • Desire to learn and grow.
  • Manage field issues and projects to completion.
  • Must be detail-oriented to ensure systematic procedures are followed consistently.
  • Excellent presentation and facilitation skills, superb written, verbal, and interpersonal skills.

EXPERIENCE

  • 5+ years of HVAC and/or commercial water treatment systems experience.
  • 3 – 5 years of supervisory and field experience.
  • Bachelor’s degree or equivalent combination of education, experience, and professional certifications.
  • Knowledge and experience with Building Automation Systems that include (Modbus, BACnet, and LonTalk).
  • Knowledge of DriSteem and Anden product line is desirable.
  • Intermediate level of experience with Windows, Word, Excel, Outlook, PowerPoint, and CRM software.

COMPENSATION

This role offers a pay range of $83,098 – $123,828/annually, depending on experience and qualifications.

Additional Information: DriSteem does not offer visa sponsorship for this position. Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship.

A GREAT PLACE TO WORK FOR ALL! At DriSteem, our employees are our most important resource. That’s why we offer comprehensive benefits and unique perks. 

We care about your health by providing… 

  • A comprehensive health insurance plan 
  • Dental and vision insurance 
  • Flexible spending account 
  • A progressive wellness program for you and your spouse (including incentives) 

We care about your well-being by providing… 

  • PTO and holiday pay 
  • Flexible work schedule 
  • Dress for the day (casual dress code) 
  • Free coffee and popcorn 
  • Employee discounts from our parent company – Aprilaire products 
  • Cell phone discount

We care when you need it most by providing… 

  • Company-sponsored short- and long-term disability plans 
  • Employee assistance program 
  • Identity theft protection 
  • Bereavement pay 

We care about your financial wellness by providing… 

  • 401(k) with company match and generous profit sharing
  • Free use of Spectrum Advisors – Financial Planning
  • Three types of life insurance coverage 
  • Scholarship awards 

We care about your growth by providing… 

  • Tuition reimbursement program 
  • Learning and development opportunities 

We care about our community by… 

  • Giving back to a local charity through fundraising 

Qualified candidates may send a resume to Human Resources, 14949 Technology Drive, Eden Prairie, MN 55344 or email recruiting@DriSteem.com.  Fax:  952-229-3202.

EOE