Call Center/Technical Support Manager (HVAC)

Job DescriptionJob Description

Call Center/Technical Support Manager (HVAC) | Cranston, RI (Hybrid) 

Summary:
As the Call Center/Technical Support Manager (HVAC), you will oversee both internal and external service support operations, ensuring top-tier assistance for escalated technical issues related to water heating solutions, troubleshooting, installations and more. Your role includes coaching support specialists, improving service processes, and maintaining consistently high-quality customer experience.

In this dynamic hybrid role, you will play a critical part in supporting our customers and guiding our technical support teams and global call centers.

Key Responsibilities:

• Acting as the main escalation point for complex technical support issues related to installation, troubleshooting, equipment malfunction and more.
• Managing high-volume technical inquiries across phone, email, and other channels.
• Coordinating with global call centers and internal support teams.
• Ensuring coverage across multiple time zones; flexible work hours as needed.
• Training and mentoring Tech Support Specialists.
• Monitoring team KPIs and presenting performance data to senior leadership.
• Navigating technical schematics, documentation, and diagnostic tools.
• Creating service documentation, guides, and video-based troubleshooting content.
• Driving continuous improvement and maintaining accurate support records.

Ideal Candidate:

• The Ideal Candidate is an experienced plumbing, hydronics or HVAC technical leader who thrives in a fast-paced, customer-focused environment.
• You know how to motivate teams, improve processes, and dive into the technical details when needed.

Qualifications:

• Bachelor’s degree ()
• 5+ years of managerial experience in a manufacturing or technical support environment
• Strong understanding of HVAC systems and combustion testing equipment

Key Skills & Experience:

• Demonstrated leadership in team performance, scheduling, and development
• Excellent troubleshooting skills in mechanical and technical contexts
• Strong verbal, written, and interpersonal communication skills
• Proficiency in Microsoft Office Suite (Teams, Excel, Word, PowerPoint); Visio a plus
• Ability to analyze data, identify trends, and present insights
• Experience working independently on projects with minimal supervision

Other Requirements:

• Fluent in English (spoken and written)
• Comfortable using HVAC testing tools and interpreting wiring schematics
• Ability to lift up to 25 lbs.
• Must meet visual requirements (close and distance vision, , depth perception, etc.)

Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.Company DescriptionConnexion Systems & Engineering is a full-service staffing firm, whose mission is to provide "best in class" staffing services to our clients and job seekers alike. We strive to achieve excellence in staffing, job placement and recruiting services, while treating our clients, employees, and candidates with the professionalism and respect they deserve.