EHC is currently looking for a Technical Service Manager for a client in the NW Houston, TX area.

Job Overview:

Technical Service Manager is responsible for overseeing the day-to-day operations and activities of the technical service department; establishes and enforces team policies, procedures, and goals. Guide strategic planning and identify primary department objectives and projects, improving technical service processes and systems and making them more effective, efficient and user friendly for our customers. Identify product opportunities based on customer requests and feedback received.

In addition to phone and email support, job site / customers visits may be required to assist with problem resolution. Other duties include consumer relations, special warranty issues, and providing technical product training for our dealers. Additionally, this position will support customers as needed to secure sales and address post-sale issues.

The client manufactures and/or distributes a variety of mechanical products for the HVAC, electrical, construction and plumbing industries. For over 80 years, the client's customers have depended on us for quality products of excellent value, shipped to them in a timely manner. This passion for excellent customer service is the reason the client has been growing at a very fast pace; this position will help us to continue serving our customers.

Key Responsibilities:

Define, maintain, report and accomplish department goals through managing the team, planning and evaluating department activities and project management oversight
Guide strategic planning and projects to improve technical service processes and systems aiming to have processes and systems more effective, efficient and user friendly for our customers
Manage and develop a team of Technical Service who provide remote technical assistance to customers
Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency
Gathering the Voice of the Customer, monitoring for early signs of quality issues by returning and analyzing products
Manage and prepare responses to both external and internal customer requests
Maintain a great Technical Service level by enforcing and improving technical service standards as per customer needs
Responsible to monitor and coordinate product warranty returns as necessary for analysis, keeping a close communication and follow up with other groups to assure product analysis is performed to determine corrective actions
In collaboration with the other members of the Technical Services Department, provide support to customers and resolve customer concerns by providing application technical information, responding to questions, virtual demonstrations etc.
Prepare Technical Service presentations and product comparisons for business development
Manage any Technical Service training efforts to assist with the installation, commissioning, and operation of products
Other duties as assigned

Required Education and Experience:

BS in Engineering or other Technical Discipline
10 Years of experience as Technical Service Manager
Strategic Planning and project management experience

Preferred Experience, Skills, and Competencies:

Ability to understand, assess, and problem-solve by leveraging technical and analytical skills
Strong communication and written skills
Passion for customer experience
Strong critical thinking and business curiosity; ability to drive insights and decisions utilizing multiple inputs and data sources
Strategic Planning. This involves developing and implementing a long-term plan that guides an organization towards achieving its goals and objectives, including critical thinking, creative problem-solving, effective communication, and collaboration with stakeholders
Risk Management skills to identifying potential risks, developing, and implementing strategies to mitigate them, monitoring and evaluating effectiveness, and communicating with stakeholders
Human Resources skills include attracting and selecting top talent, providing training and development opportunities, managing employee relations, and ensuring compliance with employment laws and regulations
Leadership skills to inspiring, motivating, and guiding the Technical Service team towards achieving its goals and objectives, including a clear vision, effective communication, and relationship building
Innovation and Change Management skills to identify opportunities for innovation, developing and implementing new ideas, and continuously improving processes
Communication skills that promote building trust, promoting transparency, and ensuring alignment and understanding among the organization and external stakeholders, including clear articulation of ideas, active listening, and tailored messaging
Knowledge about sealants, plumbing, electrical, HVAC systems and general construction

Work Environment:

Office: While performing the duties of this job, the employee is regularly exposed to an office environment. Occasionally, the employee will be exposed to a warehouse environment and will be required to wear appropriate PPE. The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to read, communicate verbally and/or in written form, remember and analyze certain information, and remember and understand certain instructions or guidelines. The employee will encounter moderate noise, typical office lighting, and temperatures and moderate interruptions. While performing the duties of this job, the employee may be required to stand, walk, sit at a computer for an extended period, and may work in a confined area. The employee is frequently required to use hands and fingers to type, touch, handle, feel, and to reach with hands and arms.

The employee must be able to occasionally lift and or move up to 25lbs. This position requires computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Benefits:

The client's employees enjoy the following benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, paid time off program with paid holidays, and various wellness programs.

Job Type: Full-time

Pay: $100,000.00 - $110,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Shift:

8 hour shift

Work Days:

Monday to Friday

Application Question(s):

Do you have strong experience in plumbing, construction, and/or HVAC? Explain

Education:

Bachelor's (Required)

Experience:

Technical Service Manager: 10 years (Required)
Strategic planning: 3 years (Required)
Project management: 3 years (Required)

Ability to Commute:

Houston, TX 77055 (Required)

Work Location: In person

Elevate Human Capital, LLC

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