Service Manager Residential HVAC

About Midea America

Midea America Corp. is one of the worlds largest home appliance brands offering the most comprehensive selection of products in the world to fully serve the needs of day-to-day living at home at work or anywhere else you North America we strive to aim high put the customer first transform and innovate the marketplace utilizing our commitment dedication inclusion and partnership with our teams. Midea America is a subsidiary of the Midea Group a global company with over 150000 employees and operations in more than 195 countries. As a publicly listed company we are ranked #245 as a Fortune Global 500 company and offer one of the most comprehensive product portfolios in the industry.

Job Title:Service Manager (Residential HVAC) North America

Location:Plano Texas USA

Key Responsibilities

1. Establish After-Sales Infrastructure

Responsible for building the HVAC after-sales service system for the North American region. Benchmark against industry leaders to develop after-sales management plans tailored to the local market. This includes defining operating policies service workflows and quality standards covering the entire lifecycle: customer inquiry response fault reporting spare parts supply technical support and closed-loop complaint management.

2. Oversee After-Sales Operations

Manage and coordinate the Customer Contact Center spare parts warehousing technical support teams training programs and supporting systems. Ensure seamless integration between modules drive operational efficiency and guarantee the achievement of Key Performance Indicators (KPIs).

3. Lead Technical Support & Knowledge Management

Direct product technical support efforts and collaborate with technical specialists to resolve complex issues. Lead the development of a North American After-Sales Knowledge Base integrating core resources such as technical manuals FAQ solutions and policy interpretations.

4. Drive Service and Product Improvement

Collect and analyze North American customer feedback competitor trends and regulatory changes. Use these insights to drive product iterations optimize after-sales policies and improve service processes to continuously enhance product competitiveness and service quality.

5. Cross-Functional Collaboration & Resource Coordination

Work closely with local US distributors the US subsidiary and the Chinese headquarters. Facilitate high-efficiency coordination regarding service policies technical support and resource allocation to support the sustainable growth of the companys North American business.

Job Requirements

1.Technical Expertise:Deep familiarity with North American HVAC industry standards and technical -depth understanding of commercial and residential HVAC systems (Heating Ventilation and Air Conditioning) regarding principles of operation installation commissioning and maintenance/repair.

2.Experience:Minimum of 5 years of front-line customer support experience in the North American HVAC industry including at least 2 years in a leadership or team management role.

3.Market Insight:A profound understanding of the North American HVAC market landscape customer needs service pain points and industry trends. Familiarity with local after-sales and spare parts supply chain operational models.

4.Software Proficiency:Skilled in Microsoft Office (Excel PowerPoint Word). Familiarity with After-Sales CRM systems and related mobile service applications.

Feature Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)

Midea America Corp. is an equal opportunity employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.