Technical Support & Operations Manager

We are looking for a results-driven engineering professional to lead our Technical Support and Operations Team, supporting food retail customers. This role requires strategic leadership, technical expertise, and cross-functional collaboration to optimize customer experience and operational efficiency.

As the Technical Support and Operations Manager, you will oversee technical support, training, programming, and field support, ensuring these functions work seamlessly together. You will collaborate with sales, product, and engineering teams to develop strategy, execute the vision, and drive continuous improvement. Additionally, you will promote a culture of root cause problem-solving, preventing recurring issues and enhancing customer satisfaction.

Key Responsibilities

* Develop and execute a strategic vision, ensuring alignment across all support functions.

* Lead, mentor, and cultivate a high-performing technical support team, driving excellence and continuous improvement.

* Implement processes to enhance efficiency, productivity, and customer satisfaction, using metrics to identify trends and optimize resources.

* Promote a proactive approach to solving technical challenges, ensuring long-term solutions and preventing recurring issues.

* Act as the escalation authority for complex technical issues, ensuring timely resolution.

* Collaborate with product, application engineering, and sales teams to integrate customer feedback into product enhancements.

* Oversee the development of knowledge base articles, troubleshooting guides, and training materials to support customer needs.

* Manage budgets, resources, and schedules, optimizing team performance and achieving organizational goals.

* Conduct performance evaluations, provide constructive feedback, and drive team development initiatives.

* Stay ahead of industry advancements and emerging technologies to continuously improve support operations.

* Bachelor's degree in Mechanical Engineering (BSME) preferred.

* 10+ years of HVACR experience, including 5+ years in technical support and 2+ years in management. Experience with CO2 systems

* Strong knowledge of food retail applications, including software, hardware, and networking systems.

* Expertise in thermodynamics, vapor compression cycles, and heat transfer.

* Proven ability to drive organizational objectives, including P&L management and sales targets.

* Exceptional problem-solving, leadership, and communication skills, with a focus on continuous improvement.

* Experience with CRM systems, customer support platforms, and data analytics tools.

* Ability to prioritize multiple tasks in a fast-paced environment.

Work Authorization: Danfoss hires individuals authorized to work in the United States. This position does not include sponsorship opportunities.

Salary Range Disclaimer: The base salary range represents the low and high end of the range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees.The range for this position is $120,000 to $140,000.

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• Flexible working hours
• Possibility to work remotely
• Personal insurance
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder's mindset "action speaks louder than words", we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.