Pro Refrigeration Inc. is seeking a Tech Support Manager based in Mocksville, NC to lead a highly skilled team Service Technicians currently based from our NC Manufacturing Facility and from the company HQ in Auburn, WA.

The Tech Support Manager is a key role ensuring our customers, and our dealers, and our team, are provided the high level of support they need and expect.

Primary responsibilities
Leading PRO’s front line customer service team to provide
Sales Support- by answering basic questions and directing inquiries to correct sales team needed.

Managing all aspects of the Warranty Process
Evaluate and Process all Warranty considerations
Report all failures to the team, and any follow-up actions taken or considered.

Manage the credits and payment transactions with suppliers and customers.
24/7 Remote Technical Customer Support
via Telephone, Email, and Video Conference
2 technicians located in WA
3 Technicians located in NC

“Emergency” Field Support
Coordinating how to effectively get the needed personnel and parts to resolve an issue that is negatively impacting our customer’s business operations.

“Scheduled” Field Support- onsite or regional
Start Up and Commissioning
System Check Up- Annual or when we have techs in a region
Training on system operation, maintenance, and service.

Tradeshow- setup and onsite support

Responsibilities include but are not limited to;
Customer Support:
o Be the team member that is an escalation point for all complex customer issues, providing high-level support and ensuring timely resolution.
o Work closely with other departments, including Sales, Engineering, and Product Development, to address customer needs and feedback effectively.
o Communicate issues or situations with Senior Management when liability exposure is identified and solutions are being considered or have been presented.
o Identify opportunities to streamline customer service processes, improve efficiency, and enhance overall customer experience.
Tech Team Management:
o Lead, mentor, and manage the Technical Services team, ensuring they have the tools, training, and resources needed to provide outstanding customer service.
o Establish and monitor performance metrics, providing feedback and development opportunities to team members.

Warranty:
o Oversee the end-to-end warranty process, from claim initiation through resolution, confirming compliance with company policies and industry standards.
o Analyze warranty trends, root causes, and opportunities for product improvements.
o Collaborate with engineering to address problems and enhance product reliability.
o We want customers to understand that no one wins in warranty situations, but we will be fair, and advocate for them with our suppliers. Also know we always stand behind our equipment- even beyond the warranty’s expiration date.

Training Program Development:
o We are in the early stages of developing an updated training program. Our strategy includes partnering with professional training groups, with specialized internal training focused specifically on our systems. This role will help advance the program incrementally to provide the basic training needed.

Qualifications:
Customer-focused mindset with a passion for delivering exceptional service and support
5+ years’ experience working in a Customer Service Manager position.
Experience developing and growing a support team.
Experience providing direct support to multiple channels that include; end users, contractors, and “internal” stakeholders.
Knowledge of Refrigeration Equipment and Electrical Controls a plus.
Experience supporting Dairy, or Ag focused, Equipment Contractors is a plus.
Familiar with Industrial Equipment Dealers with an understanding of their business focus.
Experience
Must relate well with customers and team members
Comfortable working in a fast-paced work environment
Excellent written and verbal communication skills
Strong analytical skills and experience in data-driven decision-making
Proficiency with the Microsoft Office Suite (Word, Excel, Outlook, Teams)

Travel requirements will be required based on the needs of the team, organization, and our clients.

Compensation:
The salary range is from $75,000 to $100,000 per year depending on experience as well as a full benefits package including Medical, Dental, Vision, Life Insurance, Paid Leave and 401K with matching.
For more information about the company, please visit www.prochiller.com.

Email resumes to: HR@prorefrigeration.com. Pro is an EOE.