HVAC Market Growth Director — Parts Sales Leader

HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our company-wide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant professional experience required
• Minimum of 5 years of related experience, preferably in customer service, operations, or team leadership environments
• Advanced customer service skills with the ability to effectively communicate, de-escalate issues, and negotiate successful resolutions
• Proven ability to train, coach, evaluate, and direct the work of team members
• Excellent written and verbal communication skills, including strong active listening abilities
• Strong analytical and problem-solving skills with the ability to think creatively and make sound decisions
• Results-oriented leader with the ability to manage performance expectations and address employee performance issues effectively and in a timely manner

Responsibilities

• As the Parts Sales Rep, you will lead and support a team of Parts Specialists, driving performance, operational excellence, and an exceptional customer experience
• This role is responsible for coaching and developing team members, managing daily workflows, and ensuring service levels consistently meet business and customer expectations
• The ideal candidate is a hands-on leader who thrives in a fast-paced environment, promotes team engagement, and is passionate about developing talent and continuous improvement
• Provide day-to-day leadership, guidance, and support to the Parts Specialists team to achieve performance goals and deliver outstanding customer service
• Coach, mentor, and develop team members through ongoing feedback, training, and career development opportunities
• Conduct regular one-on-one meetings and side-by-side coaching sessions to support employee growth and performance improvement
• Monitor team workload and prioritize task assignments to ensure high service levels and customer satisfaction
• Assist with issue resolution, customer escalations, and complex support situations in a timely and professional manner
• Ensure compliance with company processes, procedures, and policies while promoting operational consistency and accuracy
• Foster a positive team culture by supporting employee engagement, morale, and departmental initiatives
• Identify opportunities for process improvements and recommend solutions that enhance efficiency and the overall customer experience
• Develop and empower team members to excel in their current roles while preparing them for future growth opportunities within the organization
• Basic understanding of industry practices, products, and customer support operations
• Familiarity with contact center operations and service performance metrics is a plus