MAS HVAC · 17 hours ago
Customer Technical Support Manager
Maple Grove, MN
Full-time
Hybrid
Mid, Senior Level
3+ years expMAS HVAC is a company that creates custom-engineered thermal management solutions for various markets. They are seeking a qualified Customer Technical Support Manager to oversee technical execution, warranty service, and the development of service teams to ensure high-quality customer support and improve service efficiency.
Manufacturing"Heating Ventilation and Air Conditioning (HVAC)"
Responsibilities
Serve as the senior technical escalation point for complex HVAC and liquid cooling installation, service, warranty, and operational issues
Provide mechanical, electrical, and system-level support, both remotely and onsite
Lead root-cause analysis and corrective action planning for recurring failures, quality concerns, and warranty claims
Oversee and support warranty-related service activities to ensure accurate diagnosis, proper repairs, and compliance with warranty policies
Partner with sales, quality, and engineering teams to identify trends, reduce repeat failures, and improve product reliability
Ensure warranty work is performed efficiently and documented accurately to support continuous improvement and cost control
Drive improvements in customer response times by coordinating service resources, prioritizing escalations, and optimizing field support workflows
Ensure timely, professional communication with customers via phone, email, and text throughout the service lifecycle
Monitor service performance metrics and implement process improvements to enhance responsiveness and the overall customer experience
Remotely manage and support technicians traveling to customer sites by providing real-time guidance, technical direction, and escalation support
Coordinate service activities with technicians, dispatch personnel, and dealers to ensure effective execution and minimal downtime
Conduct job site visits as needed to support technicians, validate repairs, and reinforce technical standards
Plan, lead, and continuously improve technical training programs for installation, service, and warranty repair
Deliver formal product training and technical education to internal teams, representatives, and contractors
Coach, mentor, and review the work of technical professionals, fostering technical excellence, accountability, and leadership development
Collaborate with sales leadership to support customers
Gather customer feedback and deliver actionable insights to manufacturing, engineering, quality, and product development teams
Lead technical projects and process improvements independently with limited supervision
May travel up to 30% to support field operations, customer sites, training, and warranty investigations
Qualification
Required
Degree (preferably technical) or equivalent HVAC training and/or certification
Advanced expertise in HVAC systems with strong mechanical, electrical, and system-level diagnostic capabilities
Minimum of three (3) years of progressive experience in HVAC field service and repair, including warranty service exposure
Demonstrated ability to lead, mentor, and remotely support field technicians and service teams
Proven experience improving service response times and managing customer escalations
Strong ability to communicate complex technical information clearly to both technical and non-technical audiences
Excellent customer service, stakeholder engagement, and relationship management skills
Proficiency in Microsoft Office Suite
High ethical standards with sound judgment in fast-paced, field-driven environments
Self-directed technical leader capable of managing priorities independently
Preferred
Lean Six Sigma certification
Benefits
Medical, vision, and dental plans
Short-term and long-term disability insurance
Group term life insurance coverage
HSA plan available
Paid holidays and generous PTO policy
401k matching
Company paid events
Annual safety shoe allowance
Education assistance program
Company
MAS HVAC
MAS HVAC is a manufacturer of customized thermal management devices.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2025-11-17Acquired
Leadership Team
James Garvin
COO
Company data provided by crunchbase