Product Technical Support Manager | APAC & EMEA

Position Summary

We are seeking a highly experienced and strategic Product Technical Support Manager to lead our global technical support operations for HVACR. This role is responsible for managing a team of technical support engineers, driving product reliability, and aligning support initiatives with business goals. The ideal candidate will bring deep HVAC&R expertise, leadership experience, and a passion for continuous improvement.

Key Responsibilities

• Lead and manage a team of Product Technical Support Engineers across multiple product lines.
• Set strategic direction for technical support initiatives and ensure alignment with organizational objectives.
• Oversee the creation and maintenance of service documentation, technical bulletins, and updates to the Solutions Database.
• Analyze warranty data and field feedback to identify systemic issues and drive corrective actions.
• Collaborate with Engineering, Quality, and Product Management to enhance product reliability and lifecycle cost.
• Champion the Continuous Improvement Process (CIP) across all supported products.
• Represent the department in cross-functional leadership meetings and product development planning.
• Mentor and develop team members, fostering technical expertise and leadership growth.
• Ensure compliance with safety, ethical standards, and corporate policies.
• Participate in on-site audits of plants, suppliers, and customer sites as needed

Qualifications

• Bachelor’s Degree in Engineering or a related technical/scientific field required; Professional Engineer (PE) license preferred.
• Minimum of 14 years of technical experience in HVAC&R, including leadership roles.
• Proven ability to lead technical teams and drive strategic initiatives.
• Strong analytical, communication, and organizational skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access) and enterprise support tools.
• Advanced troubleshooting skills and deep knowledge of the refrigeration cycle.

Why Join Us?

• Be part of a global leader in Building Efficiency solutions.
• Lead a high-impact team driving innovation and reliability.
• Collaborate with cross-functional experts in engineering, quality, and product development.
• Make a difference in customer satisfaction and product excellence.