Senior Manager of Technical Services

Summary

Join Budderfly, a fast-growing energy management company, as a Sr. Manager of Technical Services! You will lead a team providing customer support and managing the operation of advanced energy technologies. This key role ensures efficient technology operation and optimal customer satisfaction. Responsibilities include managing customer support, operational, and preventative maintenance functions. The ideal candidate will have extensive experience leading customer support teams in a technical environment and managing budgets and team performance. This position offers career advancement opportunities and a full benefits package.

Requirements

• Minimum of 7 years proven field experience in commercial HVAC support with at least 5 years in a management role preferred
• Proven track record of managing Technical Services Team of 20+ people
• Bachelor’s degree in engineering of mechanical, electrical, or related field from an accredited school required
• Maintaining positive relationships with contractors and customers
• Coordinating multiple teams and projects concurrently
• Documenting technical processes

Responsibilities

• Lead the Budderfly Technical Services team with experienced, professional customer support and HVAC and Electrical systems expertise
• Establish, audit, and oversee all internal operational processes to ensure expectations are met by all parties
• Design/implement a strategic solution(s) to manage a fast-paced technical customer support team
• Ensure utmost customer satisfaction (internal and external to Budderfly) throughout the technical customer support process
• Develop and monitor budgets, goals, and objectives to insure departmental profitability. This role is responsible for maintaining said budget and goals
• Review team members’ work to ensure quality meets established standards, techniques, and safety requirements; makes recommendations as requirements to improve quality and productivity
• Maintain communication with vendors and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced
• Direct team members to meet service demands and customers’ expectations
• Prepare and report performance measures (KPI tracking) to Executive Management
• Designs, develops, indexes, and maintains process and technical documentation
• Promotes training opportunities and resources to employees
• Coordinates training, documentation, and talent management system efforts with other team training resources
• Keeps daily logs and records of all functions in Company systems
• Ability to travel (expected <25%) as team leadership in-person necessitates and to ensure customer satisfaction
• Ability to be available for calls & escalations during all off hours and weekends

Preferred Qualifications

• Experience building a team of HVAC remote support technicians and administrators is a benefit
• Working knowledge of the techniques, methods, tools, & safety precautions of the HVAC and electrical trade
• Enjoys continuous learning, as supported by your organization, both technically and professionally
• Excellent verbal and written skills
• Work across / with organization Teams

Benefits

• Career advancement opportunities in a fast-growing, supportive company environment
• Competitive pay
• Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance
• Opportunity to work as part of a team that values its members and works together to achieve positive change