VRV Field Product Specialist
Position Responsibilities
Troubleshoot and/or assist by phone distributors/branch/dealers in installation, quality, or service-related problems.
Represent approximately 30% of position responsibility. This includes 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.
Provides 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.
Attend DFMEA, PFMEA & DQIP meetings and gets assistance in providing input.
Develop and use current training materials to train 800 Svc Support Specialist.
Represent department at Product Development, Production, Quality and Transition Schedule Meetings, and provide input on improving serviceability and safety of products.
Monitor transition schedules, Deviations, ECN/ECR’s and PCN's and gets assistance in providing input to determine impact and implications for all existing and future parts and service literature.
Work with Technical Writers on review of service manuals, technical manuals, service bulletins, service kit installation instructions and field service or technical communications.
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.
Qualifications
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.
Problem faced are difficult and often complex.
Demonstrated ability to effectively work with engineer, quality, manufacturing, marketing, sales, or other departments to drive quality improvements or resolve field issues.
Demonstrated ability to effectively work 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 Plus years in the HVAC Industry, with installation, service, and commissioning experience.
5 Years min as Daikin Reginal Technical Manager (RTM)
2 years min as a Product Specialist
Education/Certification
Associate degree in HVAC or related field experience.