Job Description

Full job description

Mitsubishi Electric Trane HVAC US LLC is looking for a Supervisor, TSA (Technical Service Advisor) in Suwanee, GA.

POSITION SUMMARY:

This position is responsible to assist in overseeing a team of Technical Service Advisors who handle inbound/outbound calls, emails, live chats, and monitoring/response of the DSG forum. While Manager is absent responsible for following policies and procedures related to TSA daily activities. Will also help develop training material as needed to assist in the training of any new TSA candidates. Will also monitor Service Levels to determine improvements or issues with call handling and assist in the solutions.

The essential functions of the position include, but are not limited to the following:

• All functions of a TSA including emails, chat support, DSG forum response, and inbound/outbound calls.
• IPM assistance and guidance.
• Monitor agent states in inContact for coaching opportunities
• Have an expertise in all everyday duties required of a TSA
• Perform monitoring of training for the Customer Care Center.
• Monitor Service Levels to determine improvements or issues and assist in developing the solutions.
• Monthly reporting of the TSA’s activities and training.
• Provide training for all levels of the TSA group as needed
• Supervising a determined group of Technical Service Advisors and reports any issues to T.S.A. Program Manager.
• Support special factory Lab and project works.
• Maintain a clean work environment in the service lab for training.
• Maintain training actions within TSA Lab
• Provide tool inventory within Service Lab based on needs and use
• Maintains currency of technical literature and assists in revising if needed
• Refurbish/rework product, when necessary, as directed by Manager
• Minimal travel (20%)
• Perform other job duties as directed.
• Assist TSAs in the testing of new Service-related tools.
• Provide a T-t-T (Train the Trainer) schedule to continually train TSAs for teaching possibilities
• Provide 2-Day Mr. Slim and 3-Day City Multi certified training.
• Assist in the development of Training material for the CCC Team
• Provide support for Mitsubishi field personal such as BUTSM, ASM and Sales personnel.
• Perform other duties as assigned

EDUCATION AND EXPERIENCE:

• Minimum 10+ years of HVAC knowledge/Field Experience (Company Experience a plus)
• High School Graduate or Equivalent
• (2) year HVAC Graduate, Technical College
• Expereince managing a team strongly prefered
• Advanced knowledge of Microsoft Office (most current version)
• Knowledge of other software programs, Smartsheet, internal software, etc.…
• Excellent communication skills and demonstrates critical thinking.
• Ability to manage in a dynamic environment with minimal supervision.
• Strong customer orientation and interpersonal skill
• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The base pay range for this position at commencement of employment is expected to be between $68,000 and $93,500 per year, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

ABOUT MITSUBISHI ELECTRIC TRANE HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent – 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions® and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane® / Mitsubishi Electric and American Standard® Heating & Air Conditioning Mitsubishi Electric. More information is available at . We offer an excellent compensation and benefits package including 401(K).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company’s legal duty to furnish information.

Click here to view the EEO is The Law Poster and the supplement .

Applicants with a disability who need assistance with the application process may contact Human Resources by email at employment@meus.mea.com or by calling 714.229.3813.

Job Tags

Similar Jobs