Manager, After Sales Technical Support (Americas)

United States

USA

July 18, 2024

Manager, After Sales Technical Support (Americas) will own the Warranty and Technical Support workflows, Field Training, Warranty, and Delivery issues that require significant coordination between the field and factory. He/she will identify gaps, establish, and implement improvement plans, monitor progress, and share/acquire best-in-class ideas and processes related to Armstrong After Sales Technical support. Finally, they will support the drive for increased growth in Americas, while sustaining high levels of customer satisfaction.

Key responsibilities of this role include, but are not limited to:

Support & Warranty

• Own and ensure implementation of Warranty and Technical support (L1/L2) workflows
• Actively participate in the implementation of service module, globally
• Ensure appropriate staffing, training and tools/system, parts stock etc to deliver 24hr response time on customer issues
• Ensure close alignment of technical support and warranty with Engineering, QC and Operations through regular cadence
• Work with sales and services to improve customer satisfaction and financial impact caused by, or as a result of, but not limited to; poor process implementation, inadequate employee development, improper installation, design, and misapplication of products.
• Provide support in the distribution of literature such as product recalls, safety alerts and product field notices.
• Build a regional climate that energizes team members to provide high quality, cost efficient, customer-directed service and support. Establish clear KPIs and manage team’s performance with transparency for all stakeholders
• Manage resolution of all warranty disputes between either internal or external customers. This entails acting as an interface and liaison between the factories and the customer inquiring about warranty. Where applicable, the dealer or contractor will be responsible for execution of the resolution.

Customer Satisfaction

• Monitor customer satisfaction (Customer 360 initiative KPIs) and own actions to address satisfaction issues in a prompt and non-defensive manner.
• Follow Armstrong HR policies and standards; provide coaching, development and motivation to bring out the best in each branch team member.

• Ensure active participation of the team in Stage Gate offer development process and new offer nurturing to ensure customer delight with new products

Training

• Create service training content and conduct scheduled or on-demand training classes for Armstrong offers - new products, processes, software and tool usage, service, installation, commissioning, principles of operation, startup, troubleshooting etc. The intended audience could be Armstrong Employees, Services Teams, Partners, Engineers or End Users.

Experience

• Minimum of 10 years experience in building and managing After Sales Support operations team and infrastructure. Exposure at a global level would be an asset
• Experience in leading and influencing cross functional team is critical
• Strong technical knowledge of products and systems in the HVAC industry
• Knowledge of Asset Management Systems and methodologies is highly desirable
• Ability to read construction drawings, layouts and electrical, hydraulic schematics.
• Ability to effectively present business information and respond to questions from groups of managers, channel partners, customer, and End-users