Company Name:
Taco, Inc.
Approximate Salary:

Location:
Charlotte, North Carolina
Country:
United States
Industry:
Other
Position type:
Unspecified
Experience level:
Education level:

Technical Services Manager - Building Automation Systems


Taco, Inc.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, protected veteran status or any other protected class.



Technical Services Manager - Building Automation Systems
2017-96

The Technical Services Manager, Building Automation Systems oversees and manages the activities of all building automation systems technical services technicians, in addition to driving continuous improvement initiatives, giving input for future product development and solving customer technical questions.


  • Manages and leads the daily activities and projects of building automation systems technical services technicians and field engineers and develops department policies and procedures.
  • Drives continuous improvement initiatives. Participates in and leads the technical services department to effectively drive recommended engineering changes to the building automation products based on data from the field as derived from CRM database, “voice of the customer”, and other data-driven methods.
  • Assists Sales & Marketing Department in development and modification of product literature and instruction sheets based on "voice of customer" as gained through technical conversations with customers; and, assist with the installation and/or tracking of Alpha and Beta products for field testing.
  • Travels to customer job sites to aid in trouble-shooting and determining root cause of problems with building automation systems.
  • Trains and assist reps to technically support the building automation products and to gather data in order to collectively make technically sound decisions about field issues with Taco product.
  • Develops technical report documentation for all technical support calls and manages field communication of issues identified from technical support team. Works with Application Engineering Departments to develop solutions for identified field problems.
  • Trains customers and develops formal customer training programs.
  • Oversees and answers customer technical questions through telephonic communications, CRS tickets (received from tacocomfortsolutions.com website), and email requests (which include ongoing troubleshooting projects). Reports to department and to senior management on metrics associated with telephones, CRS volume, and Technical Services trips. Includes costs associated with Sales vs. Warranty trips. Uses business software to look up iWorx part numbers, BOMs, and drawings to aid customers.
  • Oversees the coordination, disposition, and driving of the analysis of field returns with the idea of communicating issues to Product Managers and/or Engineering Departments. Ensures that returned product is analyzed and reported upon and that feedback is delivered to QA and/or Divisional Engineering departments when applicable (conduct meetings with appropriate personnel to aid in determining action
    • items and next steps). Request testing in the engineering lab and works with lab personnel to oversee testing.
    • Writes detailed customer reports including action items to be completed and follow up dates. Enters data in CRM database and oversees the generation of trend reports on data from CRM database.
    • In extenuating circumstances, has authority to replace product out of warranty in accordance with the company warranty policy. Negotiates labor claims resulting from confirmed quality issues in accordance with Technical Services policies and procedures. May perform special pricing recommendations on non-standard product.
    • Works with the Human Resources Department on all personnel matters, including promotions, transfers, job openings, performance evaluations, wage evaluations, training, disciplinary actions, job descriptions, layoffs, terminations and employee activities. Monitors employee performance and timely completes performance appraisals. Maintains a high degree or morale and high standards of efficiency for all personnel. Develops formal Taco technician training programs and trains Taco technicians.

  • Bachelor’s degree in an engineering discipline, MBA preferred.
  • Latest Tridium certification or completion of Tridium AX certification required within 6 months of start date
  • 7+ years technical service experience which includes operating DDC control systems for HVAC and lighting control in a commercial or institutional setting, installing and/or operating and maintaining HVAC equipment and HVAC systems.
  • Previous experience leading and/or directly managing engineering or technical service roles.
  • Knowledge of software and computer language used to operate Tridium Niagara AX/WEB station AX server.
  • Knowledge and understanding of various communications protocols used in the industry including BACnet, Lonworks and Modbus.
  • Familiarity with networking applications, Ethernet, TCP-IP, IP Networks and infrastructure, in addition to computer networking, programming and information architecture.
  • Strong written and oral communication skills.
  • Must have the ability to use scheduling tools such as MS Project, drafting tools such as AutoCAD or Visio and business tools such as MS Word, Excel and PowerPoint.
  • Experience with building automation systems (Siemens, Allerton, Honeywell, Johnson Controls, etc.) a plus.
  • Ability to travel up to 25% and a valid driver’s license


Charlotte, North Carolina, United States

Full-Time/Regular

PI100009647

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