SPECIALIST PRODUCT 2

Position Responsibilities

Troubleshoot and/or assist by phone distributors/branch/dealers in installation, quality, or service-related problems.

Represent approximately 30% of position responsibility, including assistance on the 800 line(s) as required upon request.

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 (ECN’s, and ECR's).

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.

Maintain Product Quality Report (PQR) database and champion meetings.

Develop programs and assist with production of training materials for use by technical trainers along with internal training of 800 Svc Support Specialist.

Work with Service Engineers on parts standardization, substitutions and/or obsolescence.

Track, analyze, and communicate service performance with the 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.

Create Service Bulletin, acquire Project Codes and approvals, technical or repair instructions or other communications as required and distribute as appropriate 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.

Qualifications

15 Plus years in the HVAC Industry, with installation, service, and commissioning experience.

5 Years minimum as Daikin Reginal Technical Manager (RTM).

2 years minimum as a Product Specialist.

Associate degree in HVAC or related field experience.