TST- Regional Tech Services Mgr

Samsung Lennox HVAC

Job Description

Job Title:

Regional Technical Services Manager

Department:

Technical Services & Training

FLSA Status:

Exempt

Position reports to:

National Technical Services Manager

Position Summary (Purpose of job): This position provides specialized, senior technical and training support for customers, staff and external users of Samsung HVAC/Samsung products. Support may be delivered by telephone, via email and/or onsite (or remote using appropriate technologies) and would consist of diagnostic and troubleshooting of product and system issues, assisted start-ups and technical and product training (delivery and content development).

Key Responsibilities %

1.

Provide remote and/or onsite diagnostic and troubleshooting support to customers on all Samsung Products.

55%

2.

Provide remote and/or onsite assisted start-up and commissioning support for all Samsung Products.

10%

3.

Perform an analysis of customer training needs in a specific region and work with other team members to determine gaps and implement appropriate actions to improve.

10%

4.

Deliver technical/product training (in person or via webinar) in an accurate, compelling and professional manner.

10%

5.

Develop training curriculum, training aids (to include videos) and manuals to improve our ability to support our products from a technical perspective.

5%

6.

As a Subject Matter Expert work to develop technical content that can be submitted to our Curriculum Development Department for creation/publishing of existing and/or future technical training.

5%

7.

Create site visit reports (after each visit) to ensure that findings get communicated in a timely and professional manner.

5%

100%

Minimum Job Qualifications:

Education/Training

• Bachelor s degree or equivalent with a certificate in Heating, Ventilation, and Air Conditioning or an equivalent combination of education and experience required.
• HVAC License & Certifications preferred.
• 7 - 10 years specialized training and knowledge in HVAC industry.
• Experience researching information and preparing communications.
• 2 years of VRF and mini split experience preferred.

Business Experience

• Computer software programs proficiency including MS Office (Word, Excel) preferred.
• Demonstrated ability to develop, implement and execute business processes.
• Strong personnel management skills and experience.

Specialized Knowledge/Skills

• Ability to review requirements documents, system prototypes, etc., to determine appropriate training content and materials for a system that is currently under development.
• Plan, organize, and prioritize multiple assignments and projects.
• Experience with a variety of training delivery methods and training development
• Demonstrated competency in both oral and written modes for internal and external personnel at all levels.
• Work independently and in a team environment in order to achieve personal and team goals and complete assignments within established time frames with minimal supervision.

Working Conditions:

Environment (Office, warehouse, etc.)

• Operate a computer keyboard, telephone, and view a video display terminal more than 90% of work time.
• Visual acuity, color distinction, and numeric and character detail distinction for the analysis and preparation of statistical reports and information.

Physical Requirements (Lifting, standing, etc.)

• Lift, move, or adjust general office equipment, boxes, or materials weighing up to 50 pounds using proper materials handling equipment and procedures.
• Occasionally work additional hours beyond normal schedule
• Individuals must possess a valid driver's license in good standing.
• Regular travel requirements with occasional overnight travel up to 70% required.

(This description is general in nature and is not intended to be an exhaustive list of all responsibilities. Other duties may be assigned as needed to meet company goals.)