HVAC Technical Support Manager

2 weeks ago

Eastleigh, Hampshire, United Kingdom Stars Restaurant Full time
About VES

VES is a leading provider of air handling, heat recovery, and supply and extract units for public, commercial, and industrial buildings across the UK. We also offer a range of specialist services to improve the performance and life of existing HVAC equipment.

Our products combine excellent build quality, high performance, and quick response nationwide customer support, creating value and making a difference to occupants and buildings by improving air quality, building operation, and environmental impact.

Role Overview

Purpose of Role:

To manage all customer service activities and staff, ensuring departmental functions are completed efficiently and in line with set KPIs, with a focus on continued improvement, while ensuring the customer service department optimizes customer satisfaction in delivering first-time solutions in the field, coordinating all activities and resources to achieve this, giving our products lifetime value at the best quality and total lowest cost.

To provide leadership and guidance to the customer services team, maintaining focus on the company's strategic goals, and work internally and externally to build strong relationships with VES clients through leading successful resolution of warranty issues.

To build strong working relationships between the customer service department and other VES departments, focusing on improved communication through customer service project lifecycles.

Key Responsibilities
  • Ensure the efficient day-to-day management of the customer service department, ensuring all staff are operating to company process and performing within departmental KPIs, managing and addressing issues in performance with company HR guidelines.
  • To promote a safe working culture, ensuring staff are safe and adhere to health and safety policies and customer directives while in the field.
  • Manage the hotline operatives who technically assist clients over the phone and the customer service team who arrange warranty visits, post-installation checks, and site investigations.
  • Oversee the scheduling of external engineers who carry out warranty works, post-installation checks, and site investigations.
  • Oversee the managing of spare parts and determine if they are covered under warranty.
  • Be a main point of contact for all service specialists within VES responsible for managing customer technical advice, complaints/warranty claims, supporting the team, and prioritizing cases to get to correct resolution for the client and the business, ensuring all daily activities are completed above satisfactory levels.
  • Ensure all client communication is managed effectively to manage client expectations and customer satisfaction.
  • Own and maintain initiatives to identify and implement ways in which services can be improved to maximize value and minimize cost, risk, and downtime.
  • Manage lateness and sickness absences through return-to-work, absence review meetings, and disciplinary actions.
  • Manage poor performance of individual employees, and formally take them through a performance improvement plan or disciplinary action if necessary.
  • Complaints reporting and escalations.
  • Any other duties deemed appropriate by your line manager or leadership team.
Why Work for Us?

We communicate, we act with purpose, we act now, we think customer, we develop and grow, we work as a team, safety starts with me.

At VES, we offer a range of benefits for all our employees, including celebration day, the chance to enrich your role and become a fire warden, first aider, or mental health first aider, life assurance, good transport links, free coffee and tea, annual employee awards, and company pension.

In addition to these benefits, you'll also be entitled to additional benefits, including opportunities to develop and grow, health and wellbeing, and the cycle to work scheme.

Each year, VES supports a charity chosen by our staff. During 2022, we are proud to support Trussell Trust (Registered charity 1110522).

It is best practice to keep up to date with building regulations and have a good understanding of how it can affect the HVAC industry and any future projects you may be involved in.

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