Regional Technical Service Manager (HVAC)

Daikin•San Antonio, TX

2d•Remote

About The Position

Daikin Comfort Technologies Dist., Inc. is hiring a Regional Technical Service Manager to support COD branch operations in the San Antonio, Texas region. The position supports internal and external customers who install, repair, and maintain heating and air-conditioning systems across an assigned geographic region. As a technical subject matter expert, the manager conducts seasonal training and provides technical support to company branch employees, Territory Sales Managers, dealers, independent distributors, manufacturer representatives, and other customers, with the goal of maintaining customer satisfaction and meeting departmental objectives. The role provides technical troubleshooting, product reliability support, field evaluations, warranty oversight, and corrective-action assistance. It also gathers customer feedback to identify potential quality issues and documents field-reported problems and resolutions. The manager conducts training for dealers and contractors on installation, startup, commissioning, service, and troubleshooting of Daikin products, and provides guidance to field technicians on system installation, repair, and optimization. The position is based remotely but local to the San Antonio region and requires travel of up to 75% within the assigned territory and other areas of the Texas Division. The role reports to the Division Manager, Technical Services (Texas).

Requirements

At least 5 years of technical support experience.
High school diploma or GED equivalent.
Public speaking ability.
Excellent customer service, relationship management, and interpersonal skills.
Proficiency with Microsoft Office 365, including Teams, Outlook, Word, Excel, and PowerPoint.
Excellent written and verbal communication skills.
Self-motivation and attention to detail.
Ability to de-escalate customer issues calmly and solve problems.
Excellent organizational, time-management, and project-management skills.
Strong work ethic and integrity.
Ability to remotely troubleshoot HVAC systems by communicating with on-site technicians or end users by phone, email, or remote software tools.
Ability to prioritize and facilitate multiple projects.
Strong business and technical acumen.
Ability to perform all essential and additional job responsibilities.
Ability to climb ladders and lift up to 50 pounds.
Ability to travel up to 75% within the assigned territory and other areas of the Texas Division as business needs require.
Ability to work in typical job-site environments, including attics, crawl spaces, and rooftops, often in challenging weather and climate conditions.
Must be legally authorized to work in the United States without current or future employer-sponsored work authorization.

Nice To Haves

At least 1 year of technical training experience.
HVAC certification or a two-year HVAC college degree.

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 to monitor for early signs of quality issues.
Conduct job-site visits to address customer needs and provide resolutions.
Complete field service reports using current software workflows, documenting relevant field-reported issues.
Evaluate product installation and operation at customer sites when required, using Daikin installation, service, and engineering manuals for validation.
Support Service Bulletins for internal and external customers and implement corrective-action plans.
Oversee warranty unit replacements and labor allowance dollars.
Train and audit Independent Distributor trainers and technical managers when required.
Conduct technical training sessions for dealers and contractors on proper installation, startup, commissioning, service, and troubleshooting of Daikin products, focusing on targeted dealers with failure rates.
Provide technical guidance to field technicians on installations, repairs, and system optimization.
Help customers and technicians understand Daikin technology, mobile apps, technical manuals, schematics, and 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 the Daikin STEP program, Daikin D-STAR testing requirements, and assigned professional development.
Participate in additional projects and activities assigned by Divisional leadership to support business needs.