Pro Refrigeration Inc. is seeking a Tech Support Manager based in Mocksville, NC to lead a highly skilled team of Service Technicians currently based in our NC Manufacturing Facility and from the company HQ in Auburn, WA.

Job Description:  

The Tech Support Manager is a key role in ensuring our customers, our dealers, and our team are provided the high level of support they need and expect.

Primary Responsibilities

• Leading PRO’s front-line customer service team to provide
  • Sales Support by answering basic questions and directing inquiries to the correct sales team needed.
  • Managing all aspects of the Warranty Process
    • Evaluate and Process all Warranty considerations
    • Report all failures to the team, and any follow-up actions taken or considered.
    • Manage the credits and payment transactions with suppliers and customers.
  • 24/7 Remote Technical Customer Support
    • via Telephone, Email, and Video Conference
    • 2 technicians located in WA
    • 3 Technicians located in NC
  • “Emergency” Field Support
    • Coordinating how to effectively get the needed personnel and parts to resolve an issue that is negatively impacting our customer’s business operations.
  • “Scheduled” Field Support- on-site or regional
    • Start-Up and Commissioning
    • System Check-Up – Annual or when we have techs in a region
    • Training on system operation, maintenance, and service.
    • Tradeshow- setup and onsite support

Responsibilities include but are not limited to;

• Customer Support:
  • Be the team member that is an escalation point for all 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.
  • Communicate issues or situations with Senior Management when liability exposure is identified and solutions are being considered or have been presented.
  • 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.
• Warranty:
  • Oversee the end-to-end warranty process, from claim initiation through resolution, confirming compliance with company policies and industry standards.
  • Analyze warranty trends, root causes, and opportunities for product improvements.
  • Collaborate with engineering to address problems and enhance product reliability.
  • We want customers to understand that no one wins in warranty situations, but we will be fair, and advocate for them with our suppliers. Also, know we always stand behind our equipment- even beyond the warranty’s expiration date.
• Training Program Development:
  • We are in the early stages of developing an updated training program. Our strategy includes partnering with professional training groups, with specialized internal training focused specifically on our systems. This role will help advance the program incrementally to provide the basic training needed.

Qualifications:

• Customer-focused mindset with a passion for delivering exceptional service and support
• 5+ years’ experience working in a Customer Service Manager position.
• Experience developing and growing a support team.
• Experience providing direct support to multiple channels that include; end users, contractors, and “internal” stakeholders.
• Knowledge of Refrigeration Equipment and Electrical Controls a plus.
• Experience supporting Dairy, or Ag focused, Equipment Contractors is a plus.
• Familiar with Industrial Equipment Dealers with an understanding of their business focus.
• Experience
• 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 range of $75,000 to $100,000 per year 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