Residential HVAC Customer Service Manager Job at Midea America, Plano, TX

enY5b0k1dno1VG5MZWNqYW9TaVBjSVh2V3c9PQ==
  • Midea America
  • Plano, TX

Job Description

This is a fully in-person position in the Dallas, Texas area, not a remote position.

Midea America Corp. is a U.S. subsidiary within Midea Group, the Fortune 500 giant known for making life easier for millions around the globe. As the world’s top maker of home appliances, Midea is proud of its 166,000+ employees and presence in 200+ countries, including here in the U.S.

Headquartered in Parsippany, N.J., with an innovation hub in Louisville, Kentucky, Midea America provides practical innovations that surprise and delight, creating moments to cherish at home.

Midea's lineup of appliances - from refrigerators to air conditioners, laundry solutions and floor care - are high quality, reliable, and affordable. By thoughtfully engineering performance, convenience, and design into every product, Midea delivers on the promise of every appliance.

This new position will be responsible for establishing and improving the tools and processes needed to support and sustain business growth in the residential HVAC channel. This will include assessment of current remote support processes; warranty claim processes and service parts management. This role will help hire a team of remote support technicians, warranty, and service parts administrators. This individual will be responsible for creating new processes and bringing on new tools to improve remote support capabilities for customers and internal stakeholders. This role will work closely with our training, tech support, sales, quality, and R&D teams to improve customer service and our products.

Essential Job Responsibilities:

  • Become knowledgeable in Midea residential HVAC products, able to answer questions from customers regarding our product’s capabilities.
  • Assist with hiring and provide daily oversight of the customer service team.
  • Manage processes for remote technical support, warranty claims and service part management.
  • Manage the documentation to track requests for troubleshooting, warranty claims processing and service parts.
  • Identify and implement process and tool improvements to enhance customer service experience, work with R&D team to improve remote diagnostics capabilities.
  • Communicate common complaints with regular reporting to internal stakeholders.
  • Work with training curriculum and tech support teams to review FAQs.
  • Join occasional customer meetings to promote our customer support capabilities.
  • Work with the insights team to include contractor feedback in our innovation research.
  • Collaborate with the international R&D team regarding product design, problem-solving, and new concept development as related to technical and application-related solutions.
  • Ability to travel domestically.

Qualifications:

  • HVAC or similar certification from an accredited institution.
  • 10+ years of experience working with residential HVAC (ducted and ductless) equipment.
  • Strong knowledge of residential HVAC equipment, installation, and troubleshooting.
  • Experience in customer service HVAC role.
  • Goal-oriented & self-managed.
  • Effective communication skills.
  • Computer skills including Microsoft office.
  • Ability to thrive in a collaborative team environment.
  • Ability to adapt written and verbal communications effectively depending on internal or external audience.

Preferred Qualifications:

  • Previous experience managing customer service, warranty, and service parts.
  • History of collaborating with global colleagues

Midea America Corp. is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Job Tags

For contractors,

Similar Jobs

Turner Construction Co.

Senior Compensation Analyst Job at Turner Construction Co.

Division: Headquarters Project Location(s): New York, NY 10001 USA Minimum Years Experience: 4 Travel Involved: 0-10% Job Type: Regular Job Classification: Experienced Education: Bachelors Degree Job Family: Finance Compensation: Salaried...

Masis Professional Group

Electrical Project Manager Job at Masis Professional Group

 ...A leading name in commercial mechanical, electrical, and plumbing contractingwith 40+ years in business and over 750 employeesis hiring for a Senior Electrical Project Manager to lead complex commercial construction projects. What Youll Do: Oversee all phases... 

Catholic Health Initiatives

ER Nurse Job at Catholic Health Initiatives

 ...consistent with cultural values, beliefs, and customs. Document the nursing care plan and changes in the patient's condition.+ Engage in...  ...are hired through our residency training program)+ Previous ER experience is preferred, but not required+ BLS through the American... 

Community Influencer

SEO Content Writer Job at Community Influencer

 ...salaried position in our Content Marketing Department. For this remote role, you'll need to have the ability to work from home 5 days...  ..., there may be a need to work additional hours on evenings and weekends during a launch or other events throughout the year. MISSION... 

Clive Behavioral Health Hospital

RN - Part Time Job at Clive Behavioral Health Hospital

 ...Responsibilities Registered Nurse (RN) Opportunity Part-Time (7pm-11pm) Clive Behavioral Health is a 100-inpatient bed stand-alone mental health hospital. We provide compassionate inpatient and outpatient care for individuals of all ages who struggle with...