Director of Product Support at STULZ Air Technology Systems, Inc. in Frederick, Maryland

Job Description:

The Director of Product Support has the operational and financial responsibility for Product Support teams and ensures the efficient resolution of service and support requests while maintaining excellent Customer Satisfaction levels. This role requires a highly technical, well organized business manager that leads staff by example and demonstrates a "Customer First" approach to all post-shipment internal/external customer interactions. The Director will ensure policy and process is well defined, communicated and applied by teams to eliminate unnecessary costs and set appropriate expectations for internal and external customers.

The ideal candidate must possess significant management experience working with general & mechanical contractors , commercial service operations, technical understanding of complex HVAC systems/controls, best service/support practices and have a high level of multitasking capability.

Education/Experience:

• Bachelor's degree in Business or related field
• Extensive experience with commercial HVAC systems including; Chiller, Air Handler, Humidification, Data Center cooling and BMS/Controls integration
• Extensive experience in Operations Management in the technical/mechanical service industry
• Experience successfully implementing Customer Feedback tools
• Experience managing/ implementing Customer Service call center system