Technical Service Manager

Position Responsibilities

• 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.
• Conducts 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.
• Provides 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.

Qualifications

• Minimum 5 years technical support experience required.
• Minimum 1-year technical training experience preferred.
• High School Diploma or GED equivalent required.
• HVAC certification or two-year HVAC college degree preferred.