Manager, Regional Technical Services

Job Description

Job Description

Reports to: National Technical Service Manager

Location: Remote USA anywhere within 30 minutes from a major airport

Travel Required: up to 75% travel

Headquartered in Roanoke, TX, Samsung Lennox HVAC North America is a leader in innovative heating and cooling solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers.

Role Overview:

This critical role provides specialized, senior technical and training support for customers, staff and external users of Samsung Lennox HVAC products. Support may be delivered by telephone, via email and/or onsite (or remote using appropriate technologies) and would consist of diagnostic and troubleshooting of product and system issues, assisted start-ups and technical and product training (delivery and content development).

Summary of duties include:

• Provide remote and/or onsite diagnostic and troubleshooting support to customers on all Samsung Products
• Provide remote and/or onsite assisted start-up and commissioning support for all Samsung Products
• Perform an analysis of customer training needs in a specific region and work with other team members to determine gaps and implement appropriate actions to improve
• Deliver technical/product training (in person or via webinar) in an accurate, compelling and professional manner
• Develop training curriculum, training aids (to include videos) and manuals to improve our ability to support our products from a technical perspective
• Will be a subject matter expert to develop technical content that can be submitted to our Curriculum Development Department for creation/publishing of existing and/or future technical training
• Create site visit reports (after each visit) to ensure that findings get communicated in a timely and professional manner

Qualification Requirements:

• Bachelor’s degree or equivalent with a certificate in Heating, Ventilation, and Air Conditioning or an equivalent combination of education and experience required
• HVAC License & Certifications preferred
• A minimum of 7+ years as a Field Service Technician in the HVAC industry required
• Experience researching information and preparing communications
• 2 years of VRF and mini split experience preferred but not required
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Demonstrated ability to develop, implement and execute business processes
• Strong personnel management skills and experience
• Ability to review requirements documents, system prototypes, etc., to determine appropriate training content and materials for a system that is currently under development
• Advanced project management and time management skills to plan, organize, and prioritize multiple assignments and projects
• Experience with a variety of training delivery methods and training development
• Strong communication skills to collaborate with internal and external audiences
• Lift, move, or adjust general office equipment, boxes, or materials weighing up to 50 pounds using proper materials handling equipment and procedures
• Occasionally work additional hours beyond normal schedule
• A valid driver's license in good standing
• Regular travel requirements with occasional overnight travel up to 75% required

At Samsung Lennox HVAC North America, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Lennox HVAC North America, LLC. Is committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.