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 technical product training for our dealers. Additionally, this position will support customers to secure sales and address post-sale issues.
RectorSeal manufactures and/or distributes a variety of mechanical products for the HVAC, electrical, construction and plumbing industries. For over 80 years, RectorSeal’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 RectorSeal 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 a 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. It includes critical thinking, creative problem-solving, effective communication, and collaboration with stakeholders.
- Risk Management skills to identify potential risks, develop and implement strategies to mitigate them, monitor and evaluate effectiveness, and communicate 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 inspire, motivate, and guide the Technical Service team toward achieving its goals and objectives, including a clear vision, effective communication, and relationship building.
- Innovation and Change Management skills to identify opportunities for innovation, develop and implement new ideas, and continuously improve 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: At RectorSeal, our 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.
About RectorSeal
RectorSeal, LLC, a wholly owned subsidiary of CSW Industrials, Inc. [NASDAQ: CSWI], is a leading provider of quality solutions for the professional trades serving heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com
RectorSeal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
