Supervisor, Field Services (Technical Services)
SPX Corporation
- East Stroudsburg, PA
- Permanent
- Full-time
1. Supervisory Leadership
- Provide direction to a department responsible for call center technical questions, field service inquiries, and technical support of product and applications
- Oversee the Boiler and Water Heater Technical Training Center and administer Certification and Recertification Test for Service Representative Groups
- Provide leadership and guidance, organize the workflow of department by setting objectives, preparing schedules, and communicating objectives and progress to team
- Provide guidance for the warranty testing and evaluating process. Assign cases to team members and review reports before being delivered to representatives
- Provide technical support to engineers, sales representatives, distributors, end-users and internal departments
- Deliver technical training support to internal team when required
- Responsible for RMA (return merchandise authorization) process
- Perform special project assignments assigned and/or related to the systems, policies, procedures and customer queries/problems
- Maintain up-to-date Technical Training Manuals and Bulletins
- Collaborate with teams, including engineering, to understand specific technical requirements
- Ensure prompt, accurate and consistent information is communicated to internal and external customers
- Provide liaison support between sales and production to promote on time installations or equipment, and understanding of customer requirements
- A minimum of a two- year Associates Degree in Engineering Technology with 5 years' experience in HVAC
- Strong computer skills and knowledge of Microsoft Office software
- Minimum of 5 years' experience in troubleshooting and/or managing projects within the HVAC Industry
- Ability to write Technical Reports for Warranty Claims
- Computer skills in Visio and PLM/ERP that would enable successful candidate to develop spreadsheets and word documents in a clear presentable, and understandable format
- Previous experience managing complex projects
- Maintain a strong desire to meet or exceed customer expectations with the understanding that it must be balanced with cost and safety considerations
- Working knowledge of cost control, managing a departmental budget and other documentation procedures
- Knowledge of boilers, related products, controls, control wiring and systems
- Strong problem-solving skills and the ability to think analytically
- Excellent communication skills, with the ability to explain technical aspects to non-technical groups
- The ability to use a computer and headset to communicate, create, and access information,
- Ability to work remotely and communicate with team members remotely
- Valid Passport or ability to obtain passport
- Travel is approximately 25% domestically including Canada and may include overnight stays
- Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
- Competitive health insurance plans and 401(k) match, with benefits starting day one
- Competitive and performance-based compensation packages and bonus plans
- Educational assistance, leadership development programs, and recognition programs
- Integrity
- Accountability
- Excellence
- Teamwork
- Results