Customer Technical Support Manager

Our client is one of the global leaders in HVAC industry, market leader in Romania in domestic heating solutions, offering also energy efficient and renewable solutions for thermic comfort for commercial, and industrial spaces. In Romania they are present since 1998 and are recognized as a trend setter and innovative provider of HVAC solutions, supported by a team of approx. 100 people.  To support the quality culture of the Group which involves all business processes, from supplier management to support services, to continuously improve the experience of those relying on company’s solutions we are looking for an experienced professional to fill in a newly created role of Customer Support Manager. The job holder will report to the Country Manager and will have under direct subordination 5 people: 3 covering pre-sales activities and 2 people covering after-sales. The new hire will have the main goal to transform the pre-sales approach from a reactive one, building technical offers based on sales team requirements into a proactive approach, directly promoting solutions to designers and installers to generate sales leads for the field team. Responsible for:

• Track and increase Customer Satisfaction score
• Manage and improve Quality KPIs (i.e.: Call Rate) based on Corporate Objectives
• Product Quality issues management for products improvement
• Manage the relation with the call center
• Analyze statistics and produce reports to determine trends and help the decision-making process
• Coordinate and support the preparation of the technical specs for existing and new products and be part or generate cross function projects
• Keep-updates with the companies’ products and services and follow the latest practice and trends in the sector, ideally positioning as an industry trends setter

Requirements: The successful candidate will have the following knowledge, experience, skills, and attributes:

• +5 years’ previous work experiences in customer service support preferable in managerial roles for sectors like heating and water heating, pumps, HVAC
• University Technical degree, preferable Civil Constructions Engineering/Installation
• Very good technical and interpersonal skills
• Customer centric, autonomy initiative, results orientation, problem solver with proven creative thinking, able to generate new ideas to improve customer service standards
• Team-player and open to interactions with different stakeholders inside the organization
• English language fluency
• Very good knowledge of Microsoft Office package, especially Power Point and Excel

To fit the organizational culture, the ideal candidate should be someone proactive and having a “can do” approach, advanced troubleshooting and multi-tasking skills, proven planning and organizing skills augmented by ability to think strategically and to lead. We welcome resumes or / and recommendations mentioning Reference CSM0920 in the subject of your e-mail till latest 15.10.2020.