Director of Service & Parts

Our client has been manufacturing, designing, and installing controlled environmental chambers for two decades. They are an independently owned, small business with tremendous growth potential serving the entire United States and the globe. They provide stock and custom environmental chambers that offer precise control of temperature, humidity, gas, and lighting with highly energy efficient components for a wide variety of applications.
The Director of Technical Support provides direction to the Technical Support reps, parts rep, and any other team member daily. Must be able to perform the responsibilities of each member within the group as necessary. Manages special projects within the group. Identifies new business growth opportunities within the group. Develops customer relationships to increase future sales of services and parts.

Primary Objectives:

• Development of the skillset within the Tech Support Department.
• Develop working relationships between customers and Darwin Chambers.
• Develop an employee-oriented company culture that emphasizes quality, continuous improvement, and high performance.

Duties/Responsibilities:

• Travels independently and/or with another team member (when needed) to perform assigned service repairs.
• Oversee technical support team to ensure customer inquiries are addressed quickly and efficiently
• Develop and implement customer service policies and procedures to improve customer satisfaction
• Own the customer relationship from a support standpoint, resolving technical issues and driving product improvements
• Troubleshooting existing products for electrical and mechanical failures.
• Maintains a strong teamwork infrastructure between members of the Technical Support team, creating motivation.
• Ability to implement and manage a tech support system in CRM
• Ability to create SOP for technical support response/process
• Maintains cleanliness of worksite while servicing chambers.
• Assists in Quality Control if needed.
• Communicates daily with the Director of Services and Tech Support/ parts team.
• Develops new procedures for training employees.
• Performs site visits for the sales team.
• Ensure high standards of customer service by creating and implementing processes and systems to improve support operations continuously.
• Works with each team member to ensure customer scheduling is in the best interest for both Darwin and the client. 
• Identifies business growth opportunities and presents them to Operations Director.
• Coordinates weekly meetings within the group to review issues and implement a plan of action among the team.

Required Skills/Abilities:

• Broad knowledge and experience in refrigeration, electrical assemblies, mechanical components and electronics
• Preferred knowledge of Microsoft Office and Salesforce
• Above average skills in: Customer communication, documentation, computer literacy.
• Demonstrated ability to: Communicate effectively with other employees, Use of hand tools.
• Ability to effectively design and repair equipment.

Education and Experience:

• Degree or equivalent experience: associate or bachelor’s degree preferred, 5 + equivalent experience / military background considered
• Specialized training in: Refrigeration and Electronic Technology  
• Preferred: EPA ref. Certification

Our client is an independent, US-based manufacturer serving industry leaders around the world. Our proprietary, environmentally-friendly cooling systems, innovative designs, and expert maintenance and qualification services make it possible for you to meet regulatory standards in pharmaceutical, agricultural, food and drink, and other industries. When your work depends upon the precision of your equipment, there is no room for compromise. Choose the best.