Regional National Accounts Technical Service Manager (Remote - U.S.) at Johnson Controls summary:
As a Regional National Accounts Technical Service Manager, you will support distributor partnerships focused on HVAC products for Residential and Commercial applications, ensuring customer satisfaction through technical support and training. Your role involves managing warranty claims, delivering presentations, and driving business relationships while utilizing various business tools. With a strong emphasis on field service experience and HVAC knowledge, this remote position requires excellent interpersonal skills and the ability to travel as needed.
What you will do
As a Regional National Accounts Technical Service Manager (RTSM) within our Ducted Systems (DS) business, you will work with distributor local companies focused on Residential, Commercial and Ductless products, equipment, applications and customer satisfaction. This role is a key line of support for our customers and will be involved with the distributor sales, service, training and warranty team members to provide support for DS product. You will also have a full understanding of our products, the distribution channel partnership and our business goals and strategies and will present product information to internal and external audiences.
THIS POSITION IS NOT ELIGIBLE FOR VISA SPONSORSHIP.
How you will do it
Support Residential Unitary Distribution channel development with assigned distribution partners.
Provide process and personnel training for distributor personnel.
Coordinate assigned new distributor technical services launch process.
Conduct and communicate detailed warranty system analysis to provide information for discussions with distribution channel partners for warranty claim reductions.
Provide Residential product information, knowledge and application support.
Provide critical job site support and customer satisfaction activities related to Distribution Channel partners, Contractors and Consumers, utilizing customer knowledge, market conditions and product knowledge.
Conduct damage and Injury investigation related to Residential and Commercial product field issues.
Assist in providing applications and start-up/commissioning assignments when requested.
Provide critical problem job site support.
Participate in activities such as Service Advisory council, Technical Service conferences, Technical Service Manager monthly meetings and distributor/dealer meetings. Spoken or pre-recorded video sessions are required of the RTSM.
Compliment the Residential call center support team, and provide Level 3 situational awareness, customer satisfaction criteria and technical support to drive positive business relationships with customers. Use Salesforce Service Cloud, SAS warranty system, SAP and other business tools to provide data and feedback for that technical support.
Deliver support to assigned distributor partners related to factory quality concerns with specific process, procedures and product training through product management, technical services and DS Academy team.
Participate in DS New Product Introduction processes (D3/RCLP) as input for “Voice of the Customer” related to application, installation, commissioning, field problem resolution, etc.
What we look for
Required:
Bachelor’s degree and a minimum of six (6) years of HVAC field service, sales, product engineering experience OR Associate degree and a minimum of eight (8) years of HVAC field service, sales, product engineering experience OR an equivalent combination of education and experience.
Knowledge of HVAC equipment selection and application, installation requirements, service and troubleshooting processes, etc.
Previous experience working in an HVAC Training position.
Ability to travel a minimum of 50%.
Prior experience and a proven track record of successfully working remotely showcasing strong self-discipline and the ability to meet deadlines independently.
Advanced proficiency using MS Office Suite (Excel, Word, PowerPoint, Outlook).
Applicants residing in the Eastern or Central Time zone is preferred. If located in a different time zone, you must be willing to adjust your working hours to align with Eastern or Central Time.
Proven ability to solve practical problems, develop long-term solutions and effectively communicate resolutions to customers.
Demonstrated outstanding customer relationship management and meeting facilitation skills.
Disciplined self-starter with excellent time management and multitasking skills in a fast-paced sales environment.
Exceptional interpersonal skills with the demonstrated ability to relate to people at all levels communicating both on a technical and non-technical basis.
Outstanding presentation skills and experience facilitating one on one and group presentations.
Preferred:
Ten (10) years of field service, sales, product engineering experience.
Knowledge and experience using SAP, Salesforce and SAS systems.
Build your best future with the Johnson Controls team
As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
What we offer:
Competitive salary and bonus plan
Paid vacation/holidays/sick time
Comprehensive benefits package including 401K, medical, dental, and vision care – available day one
On the job/cross training opportunities
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
#WeAreJCI
#LI-Remote
Keywords:
HVAC, technical service, customer satisfaction, distributor support, warranty management, field service, sales support, training, engineering, customer relationship management
