AIRSYS USA, located in Greer, SC, is the global Headquarters of AIRSYS Ltd. and is responsible for distributing and supporting all AIRSYS #DataCenter, #Telecom, and #SchoolAirSolutions products for North America. AIRSYS is a global leader in manufacturing high-performance Information and Communication Technology (#ICT) cooling equipment, committed to delivering cutting-edge, highly reliable, and energy-efficient cooling solutions. The company provides top-tier customer service, technical support, and sales to contractors and end-users, ensuring optimal product performance and value.
POSITION OVERVIEW
This is a full-time on-site Technical Services Manager role located in Greer, SC at AIRSYS USA. The Technical Services Manager leads the Technical Services team, focusing on enhancing service operations, improving existing processes, developing technical documentation and procedures, and fostering employee career growth. This role is responsible for advancing technical training programs for both clients and internal teams, optimizing warranty processes, and leveraging technology (CRM, AI) to drive efficiency and enhance customer experience.
KEY RESPONSIBILITIES:
Team Leadership & Service Operations • Oversee and manage a 24/7/365 technical support operation, ensuring efficient coverage, incident response, and workload balance. • Develop structured on-call rotation policies and performance tracking to maintain high service levels. • Lead and develop the Technical Services team, implementing KPI-driven performance management and career growth tracking. • Oversee call routing, issue tracking, and resolution processes to ensure high service efficiency and customer satisfaction. • Manage and improve the warranty processing system, ensuring efficient claim handling and resolution. • Expand and maintain the Technical Services resource library and service bulletins to support troubleshooting and knowledge-sharing. • Serve as the primary escalation point for complex customer and technical support cases.
Process Optimization & Technical Efficiency • Refine service workflows, enhance CRM functionality, and implement automation tools to optimize operations. • Identify service trends, collaborating with engineering, R&D, and product teams to improve diagnostic accuracy, identify quality trends, and enhance customer experience. • Integrate and optimize Field Tech workflows within AI-driven support tools to improve service efficiency and accuracy.
Training & Development • Oversee the structure, execution, and continuous improvement of technical training programs. • Develop and maintain a technician certification program to ensure standardization in technical knowledge and service quality. • Drive initiatives to enhance technical acumen across the team, integrating new engagement methods. • Support internal teams (Sales, Field Technicians, Engineering) with ongoing technical training and best practices.
QUALIFICIATIONS & EXPERIENCE • Education: Bachelor's degree in engineering, Business, or a related technical field preferred; an Associate's degree or equivalent experience may be considered. • Experience: 5+ years in OEM factory technical support or managing an OEM factory-based technical operations team (HVAC, cooling technologies preferred). • Proven leadership and team management experience, with a focus on coaching and professional development. • HVAC systems experience desired. • Strong problem-solving, analytical, and communication skills. • Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:
Work Environment: • Office-based with occasional field visits. • Fast-paced, customer-focused environment requiring multitasking and adaptability. • Some travel required (up to 5%).
Physical Requirements: • Ability to sit, stand, and work at a computer for extended periods. • May require occasional lifting of equipment and materials (up to 50 lbs). • Must be able to wear required personal protective equipment (PPE) as necessary. • Ability to perform work in various environments, including office, warehouse, and customer sites.
Reasonable Accommodations:
Airsys Cooling Technologies, Inc. is committed to complying with the Americans with Disabilities Act (ADA). If you require reasonable accommodation to perform the essential functions of this job, please contact Human Resources for assistance.
Equal Employment Opportunity (EEO) Statement:
Airsys Cooling Technologies, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic as defined by federal, state, or local laws.