Technical Service Manager (HVAC/Refrigeration) ON-SITE

Company Description

Company Overview:

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries.  Ranked among Fortune Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions.  These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets.  ITW’s revenues total $14.8 billion in 2018.

Job Description

CANDIDATE MUST BE WILLING TO WORK ON-SITE

SUMMARY

Traulsen is proud to be known as the premier name in refrigeration for the foodservice market since its founding in in 1938. Though we sell to our customers across the globe, every Traulsen product is engineered, fabricated, assembled, and tested at our facility in Fort Worth, Texas. We are a part of ITW Food Equipment Group, a collection of leading food service equipment manufacturers with shared goals for the highest quality commercial kitchen products.

As the Technical Service Manager, you will be responsible for providing best-in-class customer service through overseeing the Technical Service Department. Role responsibilities include improving customer service, reducing warranty expenses, developing service metrics, analysis of service metrics, documenting standard service procedures and supervising a team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide strong leadership to the refrigeration service team, including technicians and support staff.
• Oversee the scheduling and dispatching of service technicians to customer sites for warranty service repairs.
• Monitor the progress of service jobs, ensuring they are completed within specified timeframes.
• Coordinate with customers to address inquiries and resolve escalated service and warranty issues.
• Build and maintain strong relationships with customers, ensuring their satisfaction with the service provided.
• Develop and implement service procedures, policies, and standards to enhance operational efficiency and customer satisfaction.
• Oversee the development of training materials such as Master Service Manuals, Training Certifications and Service Video tutorials.
• Coordinate On-Site and Off-Site Training courses for service techs and 3rd party service companies/techs on ITW food equipment with Traulsen Training team members.
• Work closely with key accounts on Product Rollouts and work towards resolving issues to maintain customer loyalty and trust.
• Provide Service/Warranty reports and metrics to key accounts.
• Collaborate with the sales and business development teams to identify potential business opportunities and contribute to the growth of the company's refrigeration service division.
• Negotiate Service Contracts with 3rd party Service companies.

SUPERVISORY RESPONSIBILITIES

• Responsible for the training, development, and performance of Customer Service Technicians, Warranty Administrators, and the Training and Service Manual team.
• Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement for up to 20 direct reports.

Qualifications

QUALIFICATIONS

Education and Work Experience

• Requires an Associate’s degree or equivalent with a minimum of 8 years of refrigeration, HVAC, or ice maker service technician experience including 3 years’ experience as a supervisor/manager.

Certificates and Licenses

• HVAC/R Certification

Job —Specific Knowledge

• Possess a strong understanding of refrigeration systems, including commercial and industrial refrigeration equipment such as walk-in coolers, freezers, chillers, and HVAC systems.
• Provide technical support and guidance to service technicians, troubleshooting complex problems and ensuring effective solutions.
• Stay updated with industry trends, technological advancements, and regulatory requirements related to refrigeration systems.

Competencies

• Ability to read and interpret engineering drawings
• Excellent verbal and written communication skills
• Contract negotiation skills
• Works cooperatively and congenially with co-workers to achieve cohesive and productive work processes

Additional Information

Benefits:

Take this opportunity to join a successful and enthusiastic global team where you can make a significant impact immediately. You will enjoy a competitive salary