Supervisor, Technical Customer Support

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of HVAC Heating, Patterson Kelley is a leading manufacturer of commercial boilers and direct and indirect water heaters. With an over 140 year history, we provide reliable, innovative comfort solutions for hospitals, schools, military bases, and stadiums.

How You Will Make An Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the Field Services Supervisor, you manage the field service/technical customer service team and coordinate the Technical Service and Training/Certification activities of Boiler and Water Heater Product lines. The Field Service Supervisors also so applies knowledge for installation, service, preventative maintenance, and repair items that are sold, leased, or rented with service contract, warranty, and/or general maintenance.

What You Can Expect In This Role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

• Supervisory Leadership 
• Provide direction to a department responsible for call center technical questions, field service inquiries, and technical support of product and applications
• Oversee the Boiler and Water Heater Technical Training Center and administer Certification and Recertification Test for Service Representative Groups
• Provide leadership and guidance, organize the workflow of department by setting objectives, preparing schedules, and communicating objectives and progress to team  
• Provide guidance for the warranty testing and evaluating process. Assign cases to team members and review reports before being delivered to representatives
• Technical Excellence/Customer Support:
• Provide technical support to engineers, sales representatives, distributors, end-users and internal departments
• Deliver technical training support to internal team when required
• Responsible for RMA (return merchandise authorization) process
• Perform special project assignments assigned and/or related to the systems, policies, procedures and customer queries/problems
• Documentation/Communication:
• Maintain up-to-date Technical Training Manuals and Bulletins
• Collaborate with teams, including engineering, to understand specific technical requirements
• Ensure prompt, accurate and consistent information is communicated to internal and external customers
• Provide liaison support between sales and production to promote on time installations or equipment, and understanding of customer requirements
  
  
  

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Education And Experience

• A minimum of a two- year Associates Degree in Engineering Technology with 5 years’ experience in HVAC
• Strong computer skills and knowledge of Microsoft Office software
  
  
  

Preferred Experience, Knowledge, Skills, And Abilities

• Minimum of 5 years’ experience in troubleshooting and/or managing projects within the HVAC Industry
• Ability to write Technical Reports for Warranty Claims
• Computer skills in Visio and PLM/ERP that would enable successful candidate to develop spreadsheets and word documents in a clear presentable, and understandable format
• Previous experience managing complex projects
• Maintain a strong desire to meet or exceed customer expectations with the understanding that it must be balanced with cost and safety considerations
• Working knowledge of cost control, managing a departmental budget and other documentation procedures
• Knowledge of boilers, related products, controls, control wiring and systems
• Strong problem-solving skills and the ability to think analytically
• Excellent communication skills, with the ability to explain technical aspects to non-technical groups
  
  
  

Travel & Working Environment

• The ability to use a computer and headset to communicate, create, and access information,
• Ability to work remotely and communicate with team members remotely
• Valid Passport or ability to obtain passport
• Travel is approximately 25% domestically including Canada and may include overnight stays
  
  
  

How We Live Our Culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs
  
  
  

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.