After Sales Support & Training Manager

Job Location: Onsite - Suwanee or Alpharetta, GA

Company Description:

Hisense was founded in 1969 in Qingdao, China and for 5 decades has been committed to developing innovative consumer electronics products. Today, Hisense is a $28+ billion global electronics and appliances manufacturer, the #1 tv manufacturer in the world, and the #1 VRF manufacturer in China (the largest market in the world). The company has built 53 overseas companies and utilizes 29 high-end international production facilities in Europe, North America, Asia and South Africa. Hisense also has 20 research and development centers worldwide with the sole aim of delivering first-rate and affordable products that improve the lives of consumers.

Hisense USA, headquartered just outside Atlanta, GA, is a fast-growing consumer electronics, appliance, and HVAC manufacturer. In addition to high quality and cutting-edge TVs and home appliances, Hisense is investing significant capital and resources to launch its commercial and residential HVAC product categories into the US market.

Job Overview:

The After Sales Support & Training Manager will have the primary responsibility of providing technical support and training for residential and light commercial HVAC products within the assigned market.  They will support the HVAC parts and warranty processes, assist with content development for the Hisense HVAC service and support app, and assist with level 1 support for incoming technical support calls.

Responsibilities/Duties:

• Provide in-person, remote, and classroom-based training and support for inverter based ducted and ductless solutions.
• Serve as Lead Trainer for Hisense HVAC national training facilities in the Atlanta area. (Technical Overview/Installation/Troubleshooting)

• Deliver and assist with on-site technical training at the National Training Facility, ensuring high-quality instruction and support.
• Provide customer registration assistance, including managing attendee lists and confirming participation.
• Coordinate event logistics, such as filling available spots, scheduling sessions, and supporting overall event planning.

• Support Hisense HVAC parts inventory and availability and improve tools for customers and Hisense team to easily view, order, and track warranty and service parts. 
• Support the Hisense HVAC warranty process, insuring proper registration, documentation, communication, and online/app visibility of parts and labor warranty registration.
• Support the process of fulfillment of parts and warranty claims to ensure quick resolution and immediate delivery of required systems or parts. 
• Develop installation and troubleshooting content, videos, and best practices for the Hisense service and support app.
• Provide basic remote troubleshooting assistance to sales reps, distributors, residential customers and the Hisense service and support app.
• Provide tracking and analysis of parts, warranty, and service-related data and work with team members to make necessary improvements to systems and processes.

Qualifications:

• 2+ years in-field product support and/or training on residential and light commercial HVAC systems (Unitary, Ductless, Packaged Units, Rooftop Units, Inverter-based Systems, etc.)
• Motivated self-starter with the ability to work independently while supporting key business and leadership objectives.
• Associate's degree or HVAC related technical certification required. Bachelor’s degree is strongly preferred.
• Experience providing classroom and hand-on HVAC technical training.
• Excellent communications skills, and the ability to give professional presentations and instructions.
• Skilled with Microsoft Office tools, such as PowerPoint, Excel, Word, Outlook, Teams
• Ability to solve problems and multitask.
• Ability to work well in groups and take instruction from others.

Hisense USA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship status, age, disability, or any other category protected under applicable law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Company: Hisense USA