Technical Service Manager

Daikin Comfort•Louisville, KY

3d•Hybrid

About The Position

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. Responsible for conducting 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. Provide 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 program, D-STAR testing requirements and ongoing professional development.

Requirements

Minimum 5 years technical support experience required.
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 calm demeanor and problem-solving.
Excellent organizational, time and project management skills.
Rational strong work ethic and integrity are required for this fast-paced environment.
Ability to prioritize and facilitate multiple projects to a high degree.
Possess strong business and technical acumen.
High School Diploma or GED equivalent required.
Qualified Applicants must be legally authorized for employment in the United States.
Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Nice To Haves

Minimum 1-year technical training experience preferred.
HVAC certification or two-year college degree preferred.

Responsibilities

Provide reliable, prompt, and empathetic technical support to customers.
Resolve technical issues.
Support sales growth and technical training needs of the region.
Provide technical expertise for product reliability investigations.
Gather “Voice of the Customer” to proactively monitor for early signs of quality issues.
Conduct job site visits to address customer needs and provide resolutions.
Complete field service reports via current software workflows with pertinent data to document field reported issues.
Evaluate product installation and operation at customer sites using Daikin installation, service, and engineering manuals.
Provide Service Bulletin support to internal and external customers.
Implement corrective action plans.
Provide oversight for warranty unit replacements and labor allowance dollars.
Train & Audit Independent Distributor trainers and technical managers.
Participate in additional projects/activities to support ongoing business needs as assigned by Divisional leadership.
Conduct Technical Training Sessions for dealers and contractors on proper Installation, Start up, Commissioning, Service & Troubleshooting of Daikin products.
Provide technical guidance to field technicians for installations, repairs, and system optimizations.
Assist 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.
Complete Daikin STEP program, D-STAR testing requirements and ongoing professional development.
Diagnose and resolve issues with HVAC systems by communicating with on-site technicians or end-users through phone, email, or remote software tools.