Technical Service Group Leader
Location: Londonderry, NH
Department: TT/SNA-ASA1
Reports to: TT/SNA-ASA
Pay status: Exempt
Work Schedule
- This is a full-time (40 hour/week) position.
- Standard hours are Monday – Friday 8:00 a.m. – 5:00 p.m.
- Some evenings and weekends required.
Pay & Benefits
- Medical, Dental and Vision Insurance Programs
- Associate, Spouse & Child Insurance options
- Flexible Healthcare and Dependant Care Spending Accounts
- Paid time-off – 10 days accrued vacation (6.67 hours/month), personal (5 days) and holiday (10 days)
- Tuition reimbursement
- 401k with 50% match
Job Duties & Responsibilities
This position supports the consolidation and restructure of technical support from individual product support teams to one team, based in multiple facilities, supporting all products with shared policies and processes. This position will also be critical in creating a feedback loop to quality and engineering from technical support back into the development, warranty, and cost loops.
- Lead a group of phone-based technicians in providing support to distributors, contractors, and end users
- Manage a third party resource as part of the solution to provide technical support.
- Resolution of escalated customer inquiries.
- Audit and ensure grade of service from service partners to end user and keep the service partner program manager informed of all issues
- Identify leads for service partners and communicate to service partner program manager for follow-up.
- Work with the LOG department and local suppliers to ensure stock and availability of spare parts is appropriate for resolutions and trends in tech support
- Ability to troubleshoot technical issues via phone
- Perform other duties as requested and required. Provide back up for other positions when required.
Required Skills and Abilities
- Experience leveraging Contact Center technology and processes (both phones and customer databases)
- Experience managing B2B outsourced service providers
- Demonstrated success developing, implementing, improving process efficiency / value stream mapping
- KPI/performance driven experience
- Passion for customer orientation (internal and external)
- Data/fact driven • Experience within the HVACR customer chain, as a contractor, distributor/supplier, or with a manufacturer.
- Working knowledge of and experience with one of the following: tankless water heaters, boilers, heat pumps, hydronic or domestic hot water systems, residential or commercial
- Experience using an ERP system, SAP preferred.
Qualifications
- Bachelor’s degree preferred. Strong industry experience considered (minimum 7 years direct-related experience).
- Industry certifications (NATE, gas certs, other) and demonstrated ability applying that knowledge strongly considered
- Organization and attention to detail and deadlines.
- Proficient in Word, Excel and Outlook.
- Strong communication skills and the ability to work as a team member.
- Ability to travel domestically or internationally
Work Environment
- Office and phone based.
- Professional casual business dress.
- Computer and phone usage.
- Occasional heavy lifting, stooping, standing, crawling, bending.
- Domestic travel up to 25%
Work Hours
- Monday – Friday 8:00 a.m. – 5:00 p.m. with occasional need to work evenings and/or weekends
- Daily unpaid lunch break along with two daily 15 minute paid rest breaks provided.
To apply, please submit a cover letter and resume to:
Human Resources Manager
Email: hr@bbtna.com
Fax: 603-584-1679
Mail: Buderus
Attn: HR
50 Wentworth Avenue
Londonderry, NH 03052 Questions? Please call Human Resources @ 800-BUDERUS x1117