SPECIALIST PRODUCT 2

Location ST LOUIS DAIKIN TMI – 715 Goddard Ave, Chesterfield, MO 63005, USA On-site Marketing Full-Time Requisition #: SPECI013604 Description Provides technical support to company owned (COD) and independent (IND) distributors, servicers and our in-house 800 Service Support Specialist as needed. Coordinates resolutions and corrective actions of field product quality issues. Conducts or participates in quality reviews with customers at their locations. Produces technical literature, service training materials and service kits. Participates and provides input from a service perspective in product transition schedule meetings, dFMEA and other service design reviews. Travels to conduct field investigations of field quality issues (as approved by Manager). Responsibilities Assist distributors/branch/dealers in installation, quality or service-related problems, representing approximately 30% of the position, including assistance on the 800 line(s) as required. Write service manuals, service letters, kit instructions, training material and technical communications. Maintain Product Quality Report (PQR) database, prepare, interpret and communicate special reports/studies. Monitor and approve transition schedules, Engineering Change Notifications and Engineering Change Requests. Participate in product development; assist in assembly line issues and review of product returns for quality issues. Primary technical contact for distributor service managers. Provide technical support to distributors and escalated support to dealers/servicers to resolve product problems or inquiries by telephone, fax, or email. Attend DFMEA, PFMEA & DQIP meetings and provide input. Develop and use current training materials to train 800 Service Support Specialists. Represent department at Product Development, Production, Quality and Transition Schedule Meetings, providing input on improving serviceability and safety of products. Monitor transition schedules, deviations, ECN/ECR’s and PCN’s to determine impact and implications for all existing and future parts and service literature. Work with Technical Writers to review service manuals, technical manuals, service bulletins, service kit installation instructions and field service or technical communications. Assist Technical Training Team to review all Product Training material. Travel for jobsite visits with Field Service Support (COD or IND Tech Manager) for investigation and resolution of product problems (manager approval required). Review and input on SPA’s – Special Labor Allowances. Assist in managing all aspects of service or rework campaigns. Provide direction to Level 1 Product Specialists. Develop programs and assist with production of training materials for use by technical trainers and internal training of 800 Service Support Specialists. Work with Service Engineers on parts standardization, substitutions and/or obsolescence. Track, analyze and communicate service performance with appropriate departments by following the product from initial design through its manufacture, distribution, sale and use by the customer. Review and approve SPA – Special Labor Allowances after review by Director or Manager. Conduct unsupervised jobsite visits for investigation and resolution of product problems (manager approval required). Create Service Bulletin, acquire Project Codes and approvals, technical or repair instructions or other communications as required and distribute appropriately for the project. Capture shipping data and develop database for tracking/reporting as deemed necessary for the project. Prompt handling of all associated customer communications, rework reports, database updates, etc. as required for project. Aid Homeowner Support representatives on all technical issues. Prompt communication or handling of data to warranty for warranty processing or other departments as required for reports, etc. Travel to field locations to resolve product problems, investigate and coordinate with necessary departments (Engineering, Quality Assurance, Field Service, etc.) to resolve product quality issues (only as approved by Manager, Technical Services). Travel to conduct or participate in training programs, shows, distributor meetings, quality investigations, customer quality reviews, etc. (only as approved by Manager). Perform additional projects/duties to support ongoing business needs. Nature & Scope Recognized as a subject matter expert in job area. Manages large projects or processes with limited oversight from manager. Coaches, reviews, and delegates work to lower-level professionals. Problems faced are difficult and often complex. Knowledge & Skills Digital skills: Technology, Media & the Internet – proficiency in word processing, data management and presentations (Microsoft Office, Outlook, Word, Excel, Access, PowerPoint, Teams). Critical Thinking & Problem Solving – inductive and deductive reasoning, analysis and interpretation to generate possible solutions and responses to problems. Apply good judgment, strong work ethic and integrity on the job. Demonstrated ability to work effectively with engineering, quality, manufacturing, marketing, sales or other departments to drive quality improvements or resolve field issues. Demonstrates ability to work effectively with customers on resolving service or quality issues. Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade or motivate co‑workers. Experience 15+ years in the HVAC Industry, with installation, service and commissioning experience. 5 years minimum as Daikin Regional Technical Manager (RTM). 2 years minimum as a Product Specialist I. Education & Certification Associate degree in HVAC or related field experience. Physical Requirements Must be able to perform essential responsibilities with or without reasonable accommodations. Reports to: Manager, Product Specialist / Manager Technical Services The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), 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 about individuals with disabilities. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr DAIKIN TMI HOLDINGS LLC