Technical Support Manager - HVAC Application

Job description

the employer and Africa is a subsidiary of the employer Industries Limited and a leading provider of heating, cooling, ventilation, air filtration and refrigeration technology. The company designs, manufactures and brings to market a wide range of equipment, as well as tailored solutions for residential, commercial and industrial purposes in Europe, the Middle East and Africa (EMEA). To date, the employer EMEA has more than 12,000 employees across more than 59 consolidated subsidiaries. It has 12 major manufacturing facilities based in Belgium, the Czech Republic, Germany, Italy, Spain, Turkey, Austria and the United Kingdom. Our goal is to provide sustainable and effective solutions, creating a good climate for future generations. All this can only be achieved thanks to our people. About the Role The Technical Support Manager - HVAC Application will be based in Saudi Arabia and will be responsible for driving technical excellence, developing service team capabilities, and improving equipment reliability and service quality across the HVAC business. The role focuses primarily on applied systems, specifically centrifugal chillers, collaborating closely with the Airside Equipment, VRV/DX Systems and Refrigeration Systems teams to enhance technical capabilities and drive service excellence across the business. You will work closely with the Service Manager, Service Operations, Plant, and Regional Technical Teams. The Manager will lead complex technical escalations, Root Cause Analysis (RCA), product quality investigations, factory claims, and technical training programs. The role aims to enhance technical efficiency, and reduce potential breakdowns r, improving service efficiency, and ensuring high levels of customer satisfaction in line with company standards and business objectives. How you will create impactful technical support and engineering excellence • Provide advanced technical support and troubleshooting for centrifugal chillers, applied systems, air side equipment, VRV/DX systems, and refrigeration systems. • Lead the resolution of complex and repetitive technical issues, supporting field teams on major breakdowns, equipment performance improvements, and critical service interventions. • Develop and maintain technical procedures, troubleshooting guides, and service documentation while keeping abreast of product developments and plant technical updates. Technical Training and Competency Development • Develop and deliver structured technical training programs for service engineers and technicians, with a particular focus on centrifugal chillers and application systems. • Identify competency gaps in coordination with Service Operations and Human Resources and implement targeted training and development plans. • Evaluate training effectiveness by evaluating service proficiency and field performance, and ensuring lessons learned are incorporated into training materials and technical procedures. Root Cause Analysis (RCA) and Corrective Actions • Lead RCA investigations for major equipment failures, recurring technical issues, and significant customer complaints in coordination with plants and regional technical teams. • Prepare technical RCA reports that identify verified root causes, corrective and preventive actions, responsibilities, and timelines for implementation. • Track corrective actions for closures, verify their effectiveness, and share lessons learned across the service organization to prevent recurrence A. Product Quality Management and Plant Coordination • Identify, document, and escalate product quality issues, manufacturing defects, and equipment performance abnormalities to plants and regional teams. • Coordinate technical investigations, corrective solutions, warranty claims, and reimbursement requests, and ensure timely follow-up from submission through closing. • Monitor quality and claim recovery trends, communicate significant findings to management, and ensure plant corrective actions are implemented effects

Requirements

• business strategy concepts
• read scripts
• follow time cues
• finish project within budget
• theatre techniques
• design principles

Skills