Regional Technical Service Manager (HVAC)

Daikin • Austin, TX

1d • Remote

About The Position

Daikin Comfort Technologies Dist., Inc. is seeking a Regional Technical Service Manager to support COD branch operations and the Independent ND Distribution channel in a remote role local to the Austin, Texas region. The position supports internal and external customers who install, repair, and maintain heating and air-conditioning systems across an assigned region. The manager serves as a technical subject matter expert, conducts seasonal training, supports customer satisfaction, and helps meet departmental goals and objectives. The role works with COD branch employees, TSMs, dealers, independent distributors, and manufacturer representatives.

The Regional Technical Service Manager provides technical support and training, investigates product reliability, gathers customer feedback, visits job sites, evaluates product installation and operation, supports service bulletins and corrective actions, and oversees warranty unit replacements and labor allowances. The role also maintains records of customer interactions and field issues, identifies recurring problems, and suggests preventive measures. Travel is required throughout the assigned territory and other areas of the Texas Division as business needs require.

The position requires a high school diploma or GED and at least five years of technical support experience. HVAC certification or a two-year HVAC college degree is preferred, as is at least one year of technical training experience. The role involves climbing ladders, lifting up to 50 pounds, and working in job-site environments such as attics, crawl spaces, and rooftops, including challenging weather conditions. The position reports to the Division Manager, Technical Services (Texas).

Requirements

• Minimum of 5 years of technical support experience.
• High school diploma or GED equivalent.
• Public speaking skills.
• Excellent customer service, relationship management, and interpersonal skills.
• Proficiency in 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 apply problem-solving skills.
• Excellent organizational, time-management, and project-management skills.
• Strong work ethic and integrity.
• Ability to diagnose and resolve HVAC system issues remotely by communicating with on-site technicians or end users via phone, email, or remote software tools.
• Ability to prioritize and facilitate multiple projects.
• Strong business and technical acumen.
• Ability to climb ladders and lift up to 50 pounds.
• Ability to travel up to 75% within the assigned territory and throughout 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 requiring current or future employer-sponsored work authorization.

Nice To Haves

• Minimum of 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 customer feedback to identify early signs of quality issues and conduct job-site visits to address customer needs and provide resolutions.
• Complete field service reports using current software workflows, documenting relevant information about 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.
• Provide oversight for 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.
• Focus training on targeted dealers with failure rates to help ensure product integrity.
• 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 (Service Technician Excellence Program), Daikin D-STAR testing requirements, and assigned professional development.
• Participate in additional projects and activities assigned by Divisional leadership to support ongoing business needs.

Benefits

• Benefits are effective on day one for all full-time direct hires.
• Training programs are available to help guide team members and develop new skills.
• Career growth opportunities.
• Opportunity to be part of a global company whose family brands are backed by Daikin Industries, Ltd.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED