Training and Technical Service Manager

Training and Technical Service Manager

Toronto, ON Job ID 202841

Company Description

Our client provides best-in-class sustainable home and office comfort solutions. Sustainable comfort is a multi-billion dollar industry in North America, and this employer of choice is an industry leader in the manufacture and sales of innovative heat pump technology offering heating, cooling and ventilation solutions. They enjoy a massive global footprint and are looking to offer you an opportunity to be a part of their strong and diverse team.

• Innovative Technologies: As a global leader in cutting-edge technology, the company provides a platform for individuals to work with and develop revolutionary technologies. The exposure and experience gained in such an environment are unmatched.
• Sustainable Future: Sustainability is not just a buzzword for this company. They are actively working towards creating eco-friendly technologies for a sustainable future, and by joining them, you can contribute directly to this critical global cause.
• Global Network: This industry-leader is part of a comprehensive global network. Working with them provides opportunities for international exposure and potential to work with a diverse array of professionals from around the world.
• Career Growth: They have a proven track record of supporting employees’ career growth, providing comprehensive professional development opportunities, and promoting from within.
• Inclusive Culture: This organization values diversity and inclusivity, and their workplace culture reflects these values. They believe that every employee plays a critical role in their success.
• Community Involvement: They are also committed to contributing to the communities in which they operate, offering employees opportunities to engage in meaningful community work and corporate social responsibility initiatives.

Compensation

Competitive compensation package is on offer, inclusive of a strong base salary, comprehensive benefits, and additional perks.

Position Description

As our client’s Technical Services and Training Manager, your primary responsibility will be to supervise their technical support and training functions. This position entails leading a team of technical support experts and trainers to ensure exceptional customer service, resolving technical problems, conducting quality assurance, developing and delivering training programs, and improving service and training processes continuously.

The Manager of Technical Services & Training is vital for customer satisfaction, maintaining product expertise, and enhancing employee skills to align with the organization’s technical needs.

Duties and responsibilities include:

• Oversee daily operations of technical services and training teams for residential, commercial, and applied heating, cooling, and ventilation products.
• Set individual objectives and KPIs, and assess team performance according to HR policies, establishing improvement plans as needed.
• Develop and manage technical service and support policies, procedures, and measurement criteria; update warranty statements to align with business objectives.
• Address issues raised by channel partners and BC office, acting as a factory liaison to resolve QA issues promptly.
• Lead negotiations for technical and financial support from parent factories when necessary.
• Support the creation, routine updates, and delivery of technical training for HVAC product lines through online and in-person formats to boost annual product sales in line with growth targets.
• Analyze annual warranty data to identify improvement areas and manage warranty costs.
• Track and evaluate routine HVAC product warranty claims and manage the allocated warranty budget.
• Oversee inventory rework within warehouses, distributors’ stock, and field units as required.
• Facilitate pre-market product testing and ensure engineering compliance.
• Lead the development and launch of local products and accessories, including testing, technical documentation, manuals, in coordination with relevant teams and vendors.
• Ensure the accuracy, maintenance, and timely distribution of technical documentation, service bulletins, and literature.
• Maintain effective communication with teams, including products, sales, supply chain, marketing, and distributor networks.
• Manage third-party vendor setups to support overall business objectives.
• Attend or lead industry shows and events as needed.

Experience

• 10+ years of experience managing technical services teams supporting diverse product portfolios at a reputable manufacturer or contractor.
• Experience with heat-pumps/VRF and hydronic solutions is preferred.

Qualifications

• Strong technical knowledge of heating, cooling, and ventilation systems.
• Proficiency in Excel, Word, and PowerPoint.
• Excellent written and verbal communication and presentation skills.
• Advanced people management and leadership skills with strong analytical capabilities.
• Data-driven, results-oriented, hands-on, creative, detail-oriented, and possess strong engineering acumen.
• Willingness to travel domestically and internationally as required.
• Customer-centric mindset.
• Ability to objectively manage stakeholder expectations with strong negotiation skills.

Education

• Bachelor’s degree in mechanical engineering or a related field.
• P.Eng or C.E.T. certification is preferred.