HVAC Technical Support Manager
Job Overview
The company gives you the opportunity to be part of a local business creating innovative customer solutions, focused on driving customer satisfaction. Become an integral part of a close-knit team, offering technical support to our customers through quick identification and diagnosis of faulty equipment. Ensuring customer satisfaction by delivering effective solutions and managing the companies warranty claims process.
ROLE RESPONSIBILITIES AND REQUIREMENTS
1. Unitary Equipment:
1.1 Sound knowledge of all model numbers and unit capabilities for:
i. Midwall Splits
ii. Casettes
iii. Ducted
iv. Under Ceiling
v. Rooftop package
vi. Spine fin
vii. Variable Refrigerant Systems (TVR)
1.2 Push sale of unitary equipment where possible
1.3 TVR Commissioning and report writing
1.4 Inspection of TVR installations on projects and consult with contractors on correct installation procedures
1.5 Provide Technical Training to selected contractors
1.6 Provide Apprentice Training
1.7 Generate and maintain an error booklet to share with contractors
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Warranties and Spares for Unitary Equipment, Tasks and activities
2.1 Assist customers with any technical queries via telephone or e-mail
2.2 Assess and approve warranty, confirming whether warranty claims are valid
2.3 Check whether the warranty is with Trane or SFU
2.4 Manage the claims process: –
i. Part is in stock
ii. Part requires to be stripped
iii. Local Vendor can supply part
iv. Part to be ordered from Trane, (Manage the Trane warranty claim process)
v. Assess whether the whole unit needs to be replaced
2.5 Monitor quantity of spares in stock and associated units
2.6 Monitor quantity of units in the market still under warranty and analyse spares required to cover warranty
2.7 Analysis of warranty costs and provide solutions on how to minimize warranties
2.8 Offer solutions to make up for losses due to warranty claims
2.9 Compare factory pricing with local vendor pricing
2.10 Complete stripping of units and providing parts lists to be captured into stock
2.11 Removal of parts from units and replacement thereof
2.12 Repairs to damaged units received from factory
2.13 Generate order lists to be placed with the factory for new equipment as part of Trane’s 1% warranty allowance
2.14 Push sales of Unitary spares where applicable -
Experience and qualifications
3.1 Minimum of 5 to 10 years’ experience in the industry
3.2 Basic Refrigeration and Airconditioning course.
3.3 The ability to discuss technical concepts.
3.4 Experience in mechanical and related controls systems.
3.5 Proven track record. -
Key Competencies
4.1 Take initiative
4.2 Excellent Time Management
4.3 Customer relationship management
4.4 Reliable and professional -
Additional requirements
5.1 Valid Driver’s License
5.2 Own reliable vehicle
5.3 Valid Passport for travel -
Skills and Attributes
6.1 Fully Bilingual, Good Oral and Communication Skills
6.2 Excellent relationships-building skills, including verbal, written and presentation communication skills.
6.3 Work independently as well as in a team
6.4 Well groomed & neat in appearance
6.5 Strong Fault-finding skills
6.6 Problem solving ability
6.7 Analytical with attention to detail
6.8 Enthusiastic
6.9 Innovative
6.10 Flexible
6.11 Responsible
6.12 Confident
6.13 Tenacity
6.14 Stability
6.15 Reliable
6.16 Critical Thinker
6.17 Honest
6.18 Strong work ethic -
Computer Literacy
7.1 Microsoft Word
Excel
Outlook
Power Point
Desired Skills:
- fault finding skills
- analytical
- responsible
- relationship builder
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Grade 12 / Matric
About The Employer:
An airconditioning company
Employer & Job Benefits:
- Medical Aid
- Provident Fund