What you will do As a Regional Technical Service Manager within our Ducted Systems business, you will work with independent distributors and factory branches focused on Residential and Light Commercial products, equipment, applications, and customer satisfaction. This role is a key line of support for our customers and will be involved with the distributor sales, service, training, and warranty personnel to provide that support DS product. You will also have a full understanding of our products, the distribution channel partnership, and our business goals and strategies. You will also be required to present product information to internal and external audiences. How you will do it
Support Residential and Light Commercial Unitary Distribution channel development with assigned distribution partners. Provide process and personnel training for distributor personnel Coordinate assigned new distributor technical services launch process Conduct and communicate detailed warranty system analysis to provide information for discussions with distribution channel partners for warranty claim reductions Provide Residential and Light Commercial product information, knowledge, and application support Provide critical job site support - Customer satisfaction activities related to Distribution Channel partners, Contractors and Consumers, utilizing customer knowledge, market conditions and product knowledge Damage and Injury investigation related to Residential product field issues Applications, start-up/commissioning assignments Critical problem job site support Involvement and participation in activities such as Service Advisory council, Technical Service conferences, and distributor/dealer meetings. Spoken or pre-recorded video sessions are required of the RTSM. Compliment the Residential and Light Commercial call center support team, provide Level 3 situational awareness, customer satisfaction criteria and technical support to drive positive business relationships with customers. Use Salesforce Service Cloud, SAS warranty system, SAP and other business tools to provide data and feedback for that technical support. Deliver support to assigned distributor partners related to factory quality concerns with specific process, procedures and product training through product management, technical services, and DS Academy team. Participate in DS New Product Introduction processes (D3/RCLP) as input for "Voice of the Customer" related to application, installation, commissioning, field problem resolution, etc.
What we look for Required
Technical Degree or equivalent education and experience. Minimum 5+ years in field service, sales, product engineering and/or related role. Experience in a training role related to HVAC. Knowledge of equipment selection and application, installation requirements, service and troubleshooting processes, etc. Strong interpersonal skills (communication) and decision-making ability. Experience speaking in front of large audiences. Problem resolution skills, customer relationship management, meeting facilitation and management. Up to 25% travel required. Knowledge and experience with SAP, Salesforce and SAS systems. |
Johnson Controls, Inc.
Apr 24, 2025