Customer Support Supervisor

Reports to:  NAS Aftermarket Parts Director

Position Title: NAS Customer Support Supervisor

Position Summary: 

As our Customer Support Parts Supervisor, you will work on sales and warranty related issues for all of Nortek’s product lines. You will provide customer service to our rep force including part identification, developing quotations, and order processing/fulfillment. This position will have direct reports and you will be responsible for managing the department and reporting to the Director of Aftermarket.   We are looking for a high-quality individual to fill this position that will be out of our Oklahoma City location.

Position Responsibilities:

• Provide customer service to over 120 rep firms in United States and Canada and manage relationships with core customers.
• Provide forecasting for the parts department
• Be responsible for the day-to-day operations of the department. Timecard, vacation, expense reports and any other related items.
• Receive email or call, prioritize, and complete entry of orders into ERP System. 
• Receive email or call, identify parts required, and complete entry of quote into ERP System.
• Manage order backlog.
• Coordinate with purchasing to improve lead times and backlog.
• Process and distribute warranty orders upon request from the service department or reps.
• Track order progress and provide updates to reps.
• Provide shipment details to reps.
• Analyze RMA’s, determine appropriate action, process RMA, coordinate with distribution center and accounting.
• Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes.
• Other Ad hoc duties as assigned by manager. 
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.

Position Qualifications

Requirements:

• Five years’ experience in installation, maintenance, and troubleshooting and correcting diverse HVAC/heat pump service and parts issues.
• Good analytical skills and attention to detail with ability to read and interpret blueprints, and manuals. 
• Ability to work through root cause analysis.
• Excellent customer service skills with desire to exceed internal/external customer                  expectations.
• Ability to work independently in a timely manner, making sure job is done correctly and coordinating with outside technicians and ability to follow up on parts delivery.
• Observe all company procedures and safety rules.
• High school graduate required. 
• Experience in the HVAC industry or advanced degree preferred. 
• Knowledge of HVAC parts, Motors, and Compressors.
• Strong computer skills with intermediate level MS Office.  Experience with Microsoft Dynamics AX and CRM is a plus.
• Good typing skills and working knowledge of MS Windows
• Strong customer service skills and proactive problem identification and resolution.
• A minimum of five years of experience in the aftermarket parts industry.

Position Key Attributes:

• Ability to personally live safe and hold themselves and other team members accountable by having their back in support of our Safety core value. 
• Has integrity, works transparently and is recognized for treating others with respect.
• Takes accountability to create and execute solutions that deliver desired results and can “own it” in a Performance Driven Culture. 
• Ability to work collaboratively and lead teams in a Teamwork culture.
• Ability to ignite and lead change as a catalyst for improvement.
• Can thrive in a “legacy now” culture in which we strive to do the right thing for the company today, even if it is the hard thing, and leave behind a stronger company for the next generation of employees. 
• Strong leadership skills including ability to think strategically, solve problems and create a motivating team environment.
• Ability to select and hire “A” players, continuously develops employees, coaches to maximize performance and manages underperformers.
• A “builder” who is comfortable in a continuous improvement culture.

Nortek Air Solutions, LLC, offers a comprehensive compensation and benefits package. To learn more about Nortek Air Solutions, please visit our company website at http://www.nortekair.com/.

About Nortek Air Solutions:              Nortek Air Solutions, LLC (NAS) is a Madison Industries company. Madison Industries is one of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value.

NAS is the largest manufacturer of custom heating, ventilation, and air conditioning (HVAC) equipment in North America. Its products include FANWALL TECHNOLOGY®, air handlers, packaged DX, vertical self-contained systems, energy recovery ventilators with integrated heating and cooling systems, coils and more. NAS’s brands are known for innovation and advanced technology and provide customers with product solutions for every industrial need including commercial air handlers, clean room systems, and mission critical technology. NAS’s end markets include healthcare, education, industrial, commercial, clean rooms, and data centers.

Nortek Air Solutions, LLC, is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law.