Technical Service Manager

Technical Service Manager

Daikin Comfort Technologies is seeking a professional, skilled individual for our Technical Service Manager position for our branch operations group located remotely, but local to our East, TX/Louisiana region. The Technical Service Manager supports internal and external customers who install, repair, and maintain heating and air-conditioning systems for an assigned geographical region. The Technical Service Manager is responsible for conducting seasonal training classes to enrich new and existing customers as a technical subject matter expert. This candidate will routinely work with company-owned branch employees, Territory Sales Manager, as well as external customers such as Dealers, Independent Dist and Mfg Rep to ensure positive customer satisfaction while meeting departmental goals and objectives.

Position Responsibilities may include:

• Responsible for reliable, prompt, and empathetic technical support to our customers.
• Resolve technical issues, support sales growth and technical training needs of the region.
• Provides technical expertise for product reliability investigations.
• Gather "Voice of the Customer" to proactively monitor for early signs of quality issues, and support through job site visits to address customer needs and provide resolutions.
• Completes field service reports via current software workflows with pertinent data to document field reported issues to ensure product integrity.
• Evaluation of product installation and operation at customer sites when required while using Daikin installation, service, and engineering manuals for validation.
• Service Bulletin support to internal and external customers and provides implementation of corrective action plans.
• Provides oversight for warranty unit replacements, and labor allowance dollars.
• Train & Audit Independent Distributor trainers and technical managers, when required.
• Participate in additional projects/activities to support ongoing business needs as assigned by Divisional leadership.
• Responsible for conducting Technical Training Sessions for dealers and contractors on proper Installation, start up, Commissioning, Service & Troubleshooting of Daikin products, with a focus on targeted dealers with failure rates to ensure product integrity.
• Provide technical guidance to field technicians for installations, repairs, and system optimizations.
• Helps in understanding Daikin technology, mobile apps, technical manuals, schematics, piping and wiring diagrams.
• Maintain detailed records and reports of customer interactions, issues resolved, and solutions provided.
• Document recurring problems and suggest preventative measures.

Completion of Daikin STEP (Service Technician Excellence Program) program, Daikin D-STAR testing requirements and assigned professional development.

Knowledge & Skills:

• Public speaking.
• Excellent customer service, relationship management and interpersonal skills.
• Proficiency in Microsoft Office365 including Teams, Outlook, Word, Excel, and PowerPoint
• Excellent written and verbal communication skills.
• Self-motivated with attention to detail.
• Ability to de-escalate customer issues with calm demeanor and problem-solving.
• Excellent organizational, time and project management skills.
• Rational strong work ethic and integrity are required for this fast-paced environment.
• Remote Troubleshooting: Diagnose and resolve issues with HVAC systems by communicating with on-site technicians or end-users through phone, email, or remote software tools.
• Ability to prioritize and facilitate multiple projects to a high degree.

Experience:

• Minimum 5 years technical support experience required.
• Minimum 1-year technical training experience preferred.

Education/Certification:

• High School Diploma or GED equivalent required
• HVAC certification or two-year HVAC college degree preferred.

People Management:

• No Physical Requirements / Work Environment:
• Must be able to perform essential and additional responsibilities.
• Ability to climb ladders and lift 50lbs.
• Travel as required depending on territory.
• Work within confines of typical job sites including attics, crawl spaces and roof tops in challenging climates

Reports To: Manager, Divisional Tech Services

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion, national origin, disability, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, age, sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.