Manufacturing Jobs in Ladson, SC (Now Hiring) — 5 open

Description

Goal of Role

This position will serve as a technical resource for service requests related to AHT and third-party products and services in a timely and cost-effective manner. The Team Leader will have responsibility for leading the internal Technical and Administrative Customer Support teams: providing coaching, guidance, and performance management to ensure optimum customer satisfaction driving revenue.

Tasks

• Manage the daily operations of the internal customer service team; ensure adequate staffing levels for daily and on-call workload requirements are consistently achieved 
• Manages the staff, providing leadership for training, development, coaching and performance management
• Works with Senior Manager, Sales and Service Operations to align departmental objectives with team development goals and performance expectations to maximize staff 
• Technical escalation contact for internal and external customers and all parties involved in the service process. 
• Serves as a technical resource in installation, programming, equipment protocol, and designated third party products and services
• Recommend changes to product and services based on customer feedback and requests. 
• Efficiently analyze customer issues and provide logical repair solutions for warranty and non-warranty AHT and 3rd party products and services provided by AHT 
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
• Perform vendor management, maintain accurate service provider records to ensure best performing vendors are being utilized
• Develop and monitor KPIs for inside service team
• Review and approve employee time records and expense reports
• Prepare invoices, credit, and debit memos for accounting. Address any discrepancies with vendors or customers to ensure accuracy and consistency of department data entry to minimize any service or billing discrepancies
• Aligns departmental objectives with team development goals and performance expectations to maximize staff potential through participation in projects, assignments, and the performance management process.
• Internal department reporting on a monthly basis for management review meetings
• Develop and administer technical and system training as needed
• Develop and train on Standard Operating Procedures for daily work according to QA guidelines
• Participate in continuous improvement initiatives
• Perform other duties as assigned

Decision-making and leadership competencies

• Outstanding interpersonal, communication, and presentation skills
• Strong analytical, critical thinking and problem-solving skills
• Ability organize or schedule other people work activities
• Demonstrated ability to prioritize tasks and handle multiple issues simultaneously

Job specification/expertise

• Associate’s degree or equivalent combination of education and experience
• Minimum 5 years of related HVAC/R experience and/or training
• Minimum 1 to 3 years of proven experience leading and/or managing teams

Special requirements

• Experience with troubleshooting of electronic equipment
• Ability to identify equipment trends and determine root cause analysis findings
• Ability to draft technical reports and edit work instructions to accompany findings
• Exhibit expert proficiency in all of products and services offered by the company and designated third party products and services to a component level
• Ability to read, understand and use assembly drawings, wiring diagrams; capable of troubleshooting, testing and repairing electromechanical components
• Familiarity with various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools for use in supermarket maintenance. Computer and software tools used to adjust parameters and diagnosis  
• Demonstrated proficiency with MS Word, Excel, and email programs 
• Demonstrated proficiency with SAP and ZOHO
• 5% overnight travel is required

Physical requirements

• Must be able to stand/walk/move about specific work area: 20% of the time

- Must be able to bend/reach/twist/stoop: 10% of the time

- Must be able to lift up to 10lbs on a frequent basis: 15% of the time

- Must be able to lift over 25lbs on an infrequent basis: 10% of the time

- Must be able to work and operate a computer: 85% of the time

• Exposed to moving mechanical parts, outside weather conditions, extreme cold, extreme heat, and risk of electrical shock: 5% of the time
• Exposed to wet and/or humid conditions, high precarious places, fumes or airborne particles, and vibration: 5% of the time

- Vision is required to analyze and process work; and to work on computers and other office equipment

- Hearing is essential for safety reasons; and to communicate with employees, supervisors, managers, vendors, suppliers and customers via conversation, group meetings, and/or phone conferences

AHT Cooling Systems is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We do not discriminate on any basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.

We are dedicated to providing a workplace that is free from discrimination, harassment, and retaliation, and we value diversity and inclusion as critical to our success. All employment decisions—including recruiting, hiring, promotion, compensation, benefits, training, and termination—are made based on qualifications, merit, and business needs.

AHT Cooling Systems encourages applications from individuals of all backgrounds and experiences, and we are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the hiring process and employment.