About this role
Position: National Technical Support Manager
About the company:
Geoclima is an Italian company with almost 30 years of experience in the HVAC market, specialized in the design and production of non-standard chillers for applications in air conditioning and refrigeration systems. High-quality components, energy efficiency, low-GWP refrigerants and specifically designed technologies are key features of the Geoclima product portfolio.
Geoclima was established in 1994 in northeastern Italy, where the headquarters and the main 5,000 square meters factory are located. Since 1994 Geoclima has continued to expand worldwide, with sales offices in Italy, Austria, Russia, Australia and in the USA, and production facilities in Italy, Russia, and Thailand.
General tasks and Responsibilities:
· Responsible for liaising with Geoclima manufacturing plants to identify and implement and document best practice for commissioning, operating, and maintaining equipment.
· Responsible for management of technical support queries from service partners, key account customers, end users of equipment, and the broader market.
· Responsible for creating, maintaining, and delivering a technical training program.
· Responsible for meeting and exceeding internal KPIs as set for achieving customer success.
· Responsible for document creation, control, and file maintenance to an auditable standard.
· Responsible for managing technical aspects of warranty claims with the Geoclima manufacturing plants, and key suppliers.
· Provide support in administrative and office activities (internal paperwork, customer service, invoicing queries, and logistics).
· Manage the day-to-day communications between internal departments and external parties (customers, suppliers) as the key technical interface for Geoclima Australasia.
· Support for business development activities; including defining upgrade kits for existing equipment, identifying potential new equipment sales opportunities in the course of normal day to day activity, and other initiatives.
· Other tasks as deemed necessary and requested by management.
Skills, Qualifications and Certifications Required:
Requires strong communication skills, strong management and multitasking skills, strong computer and Microsoft Office knowledge; knowledge of refrigeration and air conditioning systems, specifically, chillers and heat pumps; knowledge of control systems and communication protocols; trade qualification in Refrigeration and Air Conditioning; ARC issued refrigerant handling license; construction industry white card. Previous experience in a similar role will be highly regarded.
Other terms and conditions:
Working time: Flexible hours, anytime between 6:00 – 17:00 for 38 hours per week
Comfortable travelling to and from Geoclima office, customer sites, plus regional and international travel as described in the employment contract.