Technical Service Manager
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Job Description
Remote Technical Service Manager supporting Daikin HVAC customers and field technicians. Conducting troubleshooting, job-site visits, product training, and reliability investigations across the assigned territory.
Responsibilities:
- Provide reliable, prompt, and empathetic technical support to customers
- Resolve technical issues and support regional sales growth and technical training needs
- Provide technical expertise for product reliability investigations
- Gather Voice of the Customer feedback and monitor for early quality issues
- Conduct job site visits to address customer needs and provide resolutions
- Complete field service reports documenting field-reported issues
- Evaluate product installation and operation at customer sites using Daikin manuals
- Support service bulletins and corrective action plans
- Oversee warranty unit replacements and labor allowance dollars
- Train and audit Independent Distributor trainers and technical managers
- Conduct technical training sessions for dealers and contractors on Daikin product installation, startup, commissioning, service, and troubleshooting
- Provide technical guidance to field technicians for installations, repairs, and system optimization
- Help users understand Daikin technology, mobile apps, technical manuals, schematics, and piping and wiring diagrams
- Maintain detailed records of customer interactions, issues, and solutions
- Document recurring problems and suggest preventative measures
- Participate in additional projects assigned by Divisional leadership
Requirements:
- 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 college degree preferred
- Ability to perform 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 a calm demeanor and problem-solving
- Excellent organizational, time, and project management skills
- Strong work ethic and integrity
- Ability to diagnose and resolve HVAC issues through phone, email, or remote software tools
- Ability to prioritize and facilitate multiple projects
- Strong business and technical acumen
- Ability to climb ladders and lift 50 lbs
- Ability to work in attics, crawl spaces, and rooftops in challenging climates
- Legally authorized for employment in the United States
- Must not require employer-sponsored work authorization now or in the future
Benefits:
- Equal employment opportunity regardless of protected characteristics
- Ongoing professional development
- Daikin STEP program and D-STAR testing requirements
- Travel as required depending on territory
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