Pro Refrigeration Inc. is seeking a Technical Customer Service Manager based in Mocksville, NC to lead a highly skilled team of Field Service Technicians. Technicians are based out of both our WA Headquarters & NC Manufacturing Facility.

Job Description:  

As the Technical Customer Service Manager you will play a crucial role in ensuring exceptional support for our clients and dealers. Your primary responsibilities will include managing the technical services team, managing the warranty claims process, and developing a comprehensive training program for our dealers. Your role will help to improve customer satisfaction, streamline processes, and ensure that our products and services meet the highest standards of quality.

Responsibilities include but are not limited to;

• Customer Support:
  • Monitor customer feedback and service interactions to identify areas for improvement and implement corrective actions.
  • Act as an escalation point for complex customer issues, providing high-level support and ensuring timely resolution.
  • Work closely with other departments, including Sales, Engineering, and Product Development, to address customer needs and feedback effectively.
  • Identify opportunities to streamline customer service processes, improve efficiency, and enhance overall customer experience.
• Tech Team Management:
  • Lead, mentor, and manage the Technical Services team, ensuring they have the tools, training, and resources needed to provide outstanding customer service.
  • Establish and monitor performance metrics, providing feedback and development opportunities to team members.
  • Field and resolving high level technical support calls.
  • Assist less experienced technicians coaching them towards resolution.
  • Confirm support calls have been resolved and answered timely and all calls have been documented and reported accurately.
  • Confirm the scheduling and coordinating of Field Services from start to finish- make certain the best available technician and/or dealer is dispatched.
  • Follow up with the client to confirm resolution that the work is completed to their satisfaction.
• Warranty:
  • Oversee the end-to-end warranty process, from claim initiation through resolution, confirming compliance with company policies and industry standards.
  • Analyze warranty data to identify trends, root causes of common issues, and opportunities for product improvements.
  • Collaborate with product development and engineering teams to address recurring problems and enhance product reliability.
• Training Program Development:
  • Develop, implement, and continuously improve a training program for dealers to ensure they are well-versed in the installation, maintenance, and troubleshooting of Pro’s products.
  • Create training materials, including manuals, e-learning modules, and hands-on workshops, tailored to different learning styles and dealer needs.
  • Assess the effectiveness of training programs through feedback, assessments, and performance metrics, making necessary adjustments to improve outcomes.

Qualifications:

• Customer-focused mindset with a passion for delivering exceptional service and support
• 3+ years’ experience working in a Customer Service Manager position
• Knowledge of Glycol Chiller Systems, Refrigeration, and Electrical Controls.
• Basic understanding of Local Area Networking, Routers, Switching, IP Addressing
• Must relate well with customers and team members
• Comfortable working in a fast-paced work environment
• Excellent written and verbal communication skills
• Strong analytical skills and experience in data-driven decision-making
• Proficiency with the Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Travel requirements will be required based on the needs of the team, organization, and our clients.

Compensation:

Pro offers a competitive salary depending on experience as well as a full benefits package including Medical, Dental, Vision, Life Insurance, Paid Leave, and 401K with matching.

For more information about the company, please visit www.prochiller.com. Pro is an EOE.

Email resumes to: HR@prorefrigeration.com