What are the responsibilities and job description for the Technical Development Manager position at Air Equipment Company?
Overview
Reports to: Executive VP of Sales
FLSA Status: Exempt
The Company
Air Equipment Company is the largest independent HVAC Equipment and Solutions provider in Kentucky. Our company has grown to three offices and over 40 employees throughout Kentucky, with headquarters in Louisville. We represent over 50 manufacturers, offering innovative systems with a flexibility of equipment and solutions to best match each application. We work with industry professionals and end users from the conceptual stage of projects to provide energy efficient, value‐added solutions to their complex problems.
Air Equipment Company will redefine industry standards to become the unequivocal leader in all markets we serve, to achieve an unparalleled market share. We will get there through our unwavering commitment to innovation, education, customer satisfaction, and operational excellence. We are not merely seeking success; we are on a relentless pursuit to set new benchmarks, disrupt the status quo, and consistently exceed expectations. Our dedicated team of passionate professionals is the driving force behind our journey to claim the top spot, fueled by a shared vision of becoming the go-to provider in our business.
The Opprotunity:
The Service Technician supporting the Applied Equipment Sales Team is a critical role focused on ensuring customer satisfaction, problem resolution, and seamless collaboration between sales, service, and manufacturers. This individual acts as a technical expert, field liaison, and process improver. They enhance the customer buying experience by resolving challenges, improving internal processes, and ensuring clear communication.
This is not a hands-on mechanical role but one that drives problem resolution, supports the team, and continuously improves processes.
Responsibilities
Description of Principle Duties:• Customer Satisfaction & Problem Resolutiono Deploy to challenging jobs to ensure successful outcomes and smooth project execution.o Drive resolution of problem jobs, ensuring issues are addressed promptly, and the customer experience is maintained at the highest level.o Over-communicate with customers to ensure they recognize the value of AEC’s commitment to going above and beyond.• Technical Expertise & Manufacturer Collaborationo Act as the technical expert for applied equipment solutions.o Handle Aaon technical support phone calls, providing accurate guidance and ensuring customer needs are met promptly.o Direct sales or service call opportunities to the correct person at AEC.o Collaborate with manufacturers to develop project solutions and address challenges in the field.o Provide manufacturers with feedback on products, designs, software, and solutions to influence future developments.o Build strong relationships with manufacturers, becoming a trusted resource for product and solution feedback.• Sales & Service Collaborationo Serve as a liaison between the sales team, service department, and field operations to ensure seamless communication and coordination.o Educate sales teams on lessons learned from challenging jobs to improve design, layout, equipment selection, quoting, and bidding processes.o Improve the sales-to-service turnover process, ensuring jobs are set up for success from the beginning.• Continuous Improvemento Identify and recommend process improvements that enhance operational efficiency and customer satisfaction.o Support the applied equipment sales team by refining workflows and procedures to ensure AEC shines in the eyes of all customers.
Qualifications
Education, Experience and Qualifications:• HVAC Journeyman / Master license• 10 years of HVAC service experience• DDC system experience is a plus• Education and experience with the construction industry is a plus• Experience collaborating with manufacturers on product development or technical feedback is a plus.
Knowledge/Skill Set:• Excellent interpersonal and customer service skills• Must be able to clearly and effectively communicate with both internal and external customers• Must have the ability to switch quickly between tasks based on priority and timeline• Works well within a team dynamic to ensure timely execution of tasks• Strong problem-solving skills and ability to remain calm under pressure.• Ability to convey technical information clearly to non-technical audiences.• Proficiency in process improvement and cross-department collaboration.• Customer-focused mindset with a drive to create positive experiences.• Proactive and detail-oriented with excellent follow-through.• Team player who can collaborate effectively across departments and with external partners.•Willingness to take ownership and ensure projects are executed flawlessly.
*This job description shall remain fluid and will be reviewed on an as needed basis.