Technical Support Manager jobs in Minneapolis, MN

Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Technical Support and Warranty Manager
  • Minnesota Air Inc
  • Bloomington, MN FULL_TIME
  • Description

    SUMMARY

    This position will lead, manage, and maintain all activities of the Technical Support & Warranty Department. The Technical Support & Warranty Manager is responsible for overseeing the warranty process and providing oversight to the warranty admins and the processing of warranty claims. This individual will manage the supporting of our customers (contractor, installers, and technicians) in the field and ensuring the delivery of high-quality customer service to both internal and external customers. In addition, the Technical Support & Warranty Manager will gather and analyze data to help gain valuable insights and influence company-wide decision-making.


    ESSENTIAL JOB FUNCTIONS

    Supervisory Responsibilities:

    • LMA – Leadership, Management, Accountability
    • Recruits, interviews, hires, and trains new staff in the department. 
    • Acts as coach and mentor to all employees in the Technical Support & Warranty departments.
    • Oversees the daily workflow of the department.
    • Provides constructive and timely performance conversations.  
    • Handles discipline and termination of employees in accordance with company policy. 

    Duties/Responsibilities:


    Tech Support

    • Conducts regular staff training for product knowledge, competitive positioning, and others, as required.
    • Manages all aspects of the training lab and training equipment.
    • Maintains knowledge of industry changes, new techniques, or applications that can enhance the ability to meet customer needs.
    • Ensures proper phone and email coverage and responsiveness to customer requests to meet customer needs. 
    • Serves as the primary escalation point for external/internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner.
    • Manages complex customer issues, coordinating appropriate technical personnel, defining work plans, deadlines and driving customer communications until the customer has confirmed issue resolution.
    • Manages the Technical Support department to provide technical support to dealer/contractors through phone communication, on-site visits, and technical bulletins.
    • Manages and maintains CRM database for Technical Support cases. Ensures all technical support cases are accurate, documented and maintained by the team .
    • Supervises and, when applicable, conducts training for dealer/contractors, staff, and others, as necessary for service system design and system application of HVAC products.
    • Schedules field visits to support selected product start-up and problem resolution.
    • Develops, implements, and continuously improves process documentation for the technical support team.
    • Develops training content to ensure a seamless year-round training program for our customers (under the guidance of the Marketing team).
    • Facilitates training when necessary.

    Warranty

    • Manages the company’s warranty segment ensuring claims are processed, resolved, and handled in a timely manner.
    • Manages reports on customer interactions, warranty claims, and related statistics.
    • Manages communication between the Technical Department and Warranty department on vendor warranty claim resolution.

    Other

    • Participates in continuous learning & development and training initiatives through department specific trainings, MN Air University, HR training programs, tech-support led courses, Webinars, or other job-related trainings to foster a continuous learning and development mindset.

    Performs other related duties as assigned.


    Requirements

    REQUIRED SKILLS/ABILITIES

    • Excellent written and verbal communication skills.
    • Strong interpersonal and time-management skills
    • Ability to effectively communicate critical issue status to leadership team, sales teams, & other stakeholders.
    • Ability to troubleshoot technically complex issues and understand how those issues impact the customers business priorities to develop solutions.
    • Solid experience in data analysis and reporting; HVAC industry experience preferred.
    • Ability to stay up to date on industry best practices, policies, news, and trends.
    • Capacity to understand business needs and objectives (big picture, across departments)
    • Ability to define company-wide metrics and relevant data sources.


    EDUCATION AND EXPERIENCE

    • Bachelor’s degree in business and/or Mechanical Engineering (or related field) from a four-year college or university
    • Minimum 2-year vocational training from an accredited HVAC institution
    • 5 to 8 years’ related experience and/or training

    Equivalent combination of the above education and experience

    • Previous experience in HVAC, HVAC sales and/or distribution network (required)


  • 11 Days Ago

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Sr Workspace Support Technician
  • Moseley Technical Services
  • Bloomington, MN FULL_TIME
  • Check out this new opportunity! Sr. Workspace Support Technician Bloomington, MN Contract Position $26.05/Hour This position is supporting the next generation in developing mission critical systems fo...
  • 14 Days Ago

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Regional Sales Manager (Fluid Power Manufacturing)
  • JEM Technical
  • Orono, MN FULL_TIME
  • Position Summary: To effectively manage and coordinate all sales objectives in an assigned territory; to grow sales, expand customer base, and to build on the positive reputation of the company. Areas...
  • 1 Month Ago

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Benefits Manager
  • Healthcare Support
  • Minnetonka, MN FULL_TIME
  • Benefits Manager HealthCare Support is actively seeking a Benefits Manager to fill an opening with one of the largest healthcare organizations in Minnetonka Minnesota. Daily Responsibilities for Benef...
  • 2 Months Ago

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Aircraft Support Mechanic
  • LAUNCH Technical Workforce Solutions, LLC
  • Minneapolis, MN OTHER
  • Overview A&P Mechanic LAUNCH Technical Workforce Solutions is seeking an A&P Mechanic with commercial C&D check experience on Commercial aircraft for an opportunity in Minneapolis, MN. Job Description...
  • 2 Months Ago

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Working Heros Aircraft Support Mechanic
  • LAUNCH Technical Workforce Solutions, LLC
  • Minneapolis, MN OTHER
  • Overview Aircraft Support Mechanic LAUNCH Technical Workforce Solutions is seeking an Aircraft Support Mechanic for an opportunity in Minneapolis, MN. Job Duties and Responsibilities: Must have the mi...
  • 12 Days Ago

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0 Technical Support Manager jobs found in Minneapolis, MN area

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Security analyst -remote
  • Expert In Recruitment Solutions
  • Minneapolis, MN
  • Must have a valid LinkedIn profile Duration: 6-12+ months Resume Must Haves - Previous RoC (Report on Compliance) experi...
  • 3/19/2024 12:00:00 AM

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Field Application Specialist - HammerHead
  • The Toro Company
  • Minneapolis, MN
  • Typical Starting Pay: $80,000-$105,000, plus bonuses. What Can We Give You? Medical, Dental, Vision, 401K Matching up to...
  • 3/19/2024 12:00:00 AM

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Help Desk Manager
  • Bibliotheca
  • Company Description For over 50 years, Bibliotheca has been partnering with libraries worldwide to reimagine how they fu...
  • 3/18/2024 12:00:00 AM

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Passport Support Manager
  • CGI Technologies and Solutions, Inc.
  • Minneapolis, MN
  • **Passport Support Manager** **Category:** Project Management **Main location:** United States, Minnesota, Minneapolis *...
  • 3/18/2024 12:00:00 AM

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Chemical Data and Analytics Engineer/Scientist (Level DOE)
  • Doosan Bobcat
  • Minneapolis, MN
  • Job Information The Chemical Data and Analytics Engineer / Scientist is responsible for the delivery of information, ana...
  • 3/18/2024 12:00:00 AM

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IT Support Technician - Minneapolis, MN
  • Desert IT Solutions
  • Minneapolis, MN
  • Job Description Job Description Reports to: IT Support Manager Pay Rate: 40,000 – 50,000 Annually Duties and Responsibil...
  • 3/17/2024 12:00:00 AM

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Software Engineering Manager - Internal Software Development
  • DLR Group
  • Minneapolis, MN
  • DLR Group is an integrated design firm with a promise to elevate the human experience through design. This fuels the wor...
  • 3/17/2024 12:00:00 AM

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Enterprise Systems Monitoring Tech (Eagan, MN)
  • Paladin Consulting, Inc
  • Eagan, MN
  • Paladin Consulting is currently hiring an Enterprise Systems Monitoring Tech to join our team working onsite at our clie...
  • 3/16/2024 12:00:00 AM

Minneapolis (/ˌmɪniˈæpəlɪs/ (listen)) is the county seat of Hennepin County and the larger of the Twin Cities, the 16th-largest metropolitan area in the United States. As of 2017, Minneapolis is the largest city in the state of Minnesota and 45th-largest in the United States, with an estimated population of 422,331. The Twin Cities metropolitan area consists of Minneapolis, its neighbor Saint Paul, and suburbs which altogether contain about 3.6 million people, and is the third-largest economic center in the Midwest. Minneapolis lies on both banks of the Mississippi River, just north of the riv...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$135,524 to $180,595
Minneapolis, Minnesota area prices
were up 1.4% from a year ago

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