DLS/VRF Controls Manager
About this role
This position manages a team of intermediate or experienced professionals in Product and Technical Service as it relates to controls support for all DLS/VRF controls. Establishes objectives and guidelines for Controls specialists across North America. Resolves escalated complex technical problems and provides oversight to technical analysis. Implements continuous improvement initiatives for DLS/VRF Controls Products.
Key Responsibilities
Engages in business process and development of procedures to ensure business objectives are met.
Coaches experienced dispatchers and/or team leaders and provides feedback, when required, to help them solve problems and build capabilities.
Works closely with Product Management and Engineering teams for controls development.
SME - Industry controls solutions.
Responds and handles complex calls with high profile customers to ensure smooth and effective operations.
Prioritize resources to ensure cost effectiveness and coordination of activities.
Monitors performance metrics to ensure productivity targets are achieved.
Consolidates analytic results and presents information to managers to improve product and technical service operations.
Handles some complex customer matters and escalates more complex issues to appropriate level to satisfy customer requirements.
Leads and advises team members with routine/more complex tasks, when required, to help them solve problems and also build capabilities.
Engage with and support with Digital team to continue to develop controls offering and BU alignment.
Travel up to 50% frequently and sometimes on short notice in support of customer needs.
Required Qualifications
High School Diploma or GED
5+ years of DLS/VRF field experience
5+ years of experience in VRF Controls integration experience
50% travel requirement
Preferred Qualifications
Troubleshooting all aspects of commercial applied HVAC systems.
Proven experience demonstrating excellent conflict resolution, negotiation, and problems solving skills in high pressure and challenging environments.
Experience in quality improvement position working with warranty data/systems.
Experience in a position requiring technical presentations.
Proficient with Microsoft Office products (Word, Excel, PowerPoint, and Outlook).
Proven examples of demonstrating strong written and verbal communication skills.