General Summary:

The Technical Associate plays a crucial role in supporting the Sales and Marketing team within THERMOCOOL. Reporting directly to the Sales and Marketing Administrator, the Technical Associate will combine technical expertise with an understanding of HVAC/R systems to assist in the development and implementation of effective sales and marketing strategies. The job holder should be able to contribute to technical documentation, provide support for sales initiatives, and ensure seamless communication between the technical and business functions thereby maintaining high customer satisfaction levels.

Responsibilities:

Technical Support:

• Provide technical assistance to the Sales and Marketing team on HVAC/R products and systems.
• Collaborate with the technical department (service and project departments) to stay updated on product features, specifications, and industry trends.
• Assist in preparing technical documentation, product manuals, and specifications for use in marketing materials.

Sales and Marketing Collaboration:

• Work closely with the Sales and Marketing Administrator to align technical information with sales strategies.
• Support sales representatives with technical knowledge during client interactions and presentations.
• Assist in the development of marketing collateral, ensuring accurate and compelling technical content.

Product Knowledge Management:

• Maintain a comprehensive understanding of the HVAC/R product line.
• Conduct training sessions for sales and marketing teams to enhance product knowledge.
• Provide input on product positioning and differentiation in collaboration with marketing efforts.

Customer Support:

• Address technical inquiries from customers, providing detailed and accurate information.
• Collaborate with the customer support team (service department) to resolve technical issues and improve customer satisfaction.
• Collaborate with the finance department to ensure that the clients brought on board pay within the agreed time frame.

Market Research:

• Stay informed about industry trends, competitor products, and market demands.
• Provide insights to the Sales and Marketing team to enhance product offerings and market positioning.

Perform any other additional task assigned by the line manager.

Key Performance Indicators

Technical Documentation Accuracy:

• Percentage of technical documentation without errors or inaccuracies.

Sales Support Effectiveness:

• Percentage increase in sales team's technical knowledge after training sessions.

Customer Support Response Time:

• Average time taken to respond to technical inquiries from customers.

Marketing Collateral Contribution:

• Feedback from the marketing team on the effectiveness of technical content in collateral (brochures, presentations, etc.).

Product Knowledge Training Participation:

• Pre and post-training assessments to measure the improvement in product knowledge from technical department (technicians) and sales and marketing department.

Customer Satisfaction with Technical Support:

• Number of positive customer testimonials or feedback regarding technical assistance.

Market Research Insights:

• Impact of market insights on product positioning and development.

Cross-Functional Collaboration:

• Number of successful collaborative projects with the technical and business departments.

Documentation Review Cycle Time:

• Average time taken to review and update technical documentation to ensure relevance and accuracy.

Task Completion Rate:

• Monitor the percentage of assigned additional tasks completed within the given timeframe.

Qualifications

• Diploma in Mechanical Engineering, HVAC/R, or a related field.
• At least 2 years of experience in HVAC/R systems or technical sales support.
• Strong knowledge of HVAC/R products, systems, and industry trends.
• Excellent written and verbal communication skills.
• Experience with technical documentation and creating training materials.
• Proficient in Microsoft Office Suite and other relevant software.

Working Conditions

• Full-time position, with occasional travel to client sites or industry events.
• Occasional evening or weekend hours may be required for client meetings or project deadlines.
• Collaborative work environment with cross-departmental coordination.