Title:  National Manager of Tech Support and Field Services

Summary:

Reporting to the Director of Customer Support & Field Operations, this position is responsible for managing all post-sale field service activities by leading two critical functions: the Technical Support team, which provides troubleshooting and issue resolution, and the Field Services team, which handles equipment startups, onsite support, and commissioning. This role ensures high standards of service delivery, customer satisfaction, and operational efficiency.

The ideal candidate brings hands-on commercial HVAC experience, particularly in mission-critical environments such as data centers, along with strong leadership skills and a focus on performance management and continuous improvement.

Essential Duties and Responsibilities:

Service Execution & Daily Operations:

• Lead, coach, and develop the national Technical Support Supervisor, Tech Support, and Field Service teams to deliver high-quality customer service.
• Serve as the primary escalation point for complex field and technical issues.
• Ensure timely, accurate, and professional handling of technical inquiries, warranty claims, and field escalations.
• Oversee startup and commissioning support for STULZ HVAC equipment, ensuring alignment with contractual requirements and customer expectations.
• Develop method of procedure (MOP) documents for specific service requests as needed.
• Manage resource planning, on-call coverage, and technician dispatch to meet service demand.
• Monitor and manage technician workload, prioritizing support assignments based on service demand, issue severity, and customer impact.
• Participate in the company’s Sales & Operations Planning (S&OP) process to forecast technician resource needs, align service capacity with project timelines, and proactively address future demand.
• Maintain technical documentation, service bulletins, and training materials.

Collaboration Across Departments:

• Support Applications and Quality teams in conducting failure analysis, provide corrective actions, and communicate findings to stakeholders.
• Review engineering change requests (ECRs) and coordinate with engineering teams to implement necessary changes.
• Collaborate with Engineering, Production, Quality, and Sales to address systemic product or process issues.
• Support recruitment, onboarding, and training of new team members.

Performance Management:

• Support implementation and use of service management tools.
• Develop, track, and report key performance indicators (KPIs) related to issue time to resolution, customer satisfaction, first-time fix rate, and field response effectiveness.
• Develop and maintain standard operating procedures (SOPs) for technical support and field services.
• Identify and implement process improvements to increase team productivity and customer satisfaction.
• Promote a culture of safety, accountability, and customer-first responsiveness across the teams.

Education/Experience:

• 10+ years of experience in commercial HVAC, with at least 5 years in a leadership role overseeing technical support and/or field services.
• Strong technical understanding of commercial cooling systems, (preferably in data center applications) including CRAC/CRAH, DX, chilled water, fan wall, and controls.
• Experience in the data center cooling market is highly preferred.
• Proven success in implementing and managing service KPIs and performance metrics.
• Experience using service management platforms
• Associate degree in HVAC/R technology or equivalent; bachelor's degree preferred.

Certificates, Licenses, Registrations:

• Universal or Type II EPA certification for the handling and reclamation of refrigerants
• Master or Journeyman HVAC license
• Valid Driver’s License with a good driving record.
• OSHA 10 Training

Language Skills:

• Ability to read and follow written instructions.
• Ability to speak effectively with employees of the organization.
• Ability to work from verbal instruction.

Mathematical Skills:

• Ability to perform basic mathematical operations and use standard HVAC-related formulas for diagnostics and reporting.

Reasoning Ability:

• Strong problem-solving skills and ability to apply logical decision-making in dynamic service environments.

Characteristics:

Customer-focused leader who models accountability, urgency, and professionalism. Must be team-oriented, self-motivated, adaptable, and able to perform

*This position will require frequent travel, including to our headquarters in Frederick, MD