Regional Technical Service Manager (HVAC)

AirReps•Austin, TX

2d•Remote

About The Position

Daikin Comfort Technologies Dist., Inc. is hiring a Regional Technical Service Manager to support COD branch operations and the Independent ND Distribution channel in the Austin, Texas region. The position supports internal and external customers who install, repair, and maintain heating and air-conditioning systems across an assigned territory. As a technical subject matter expert, the manager provides customer support and conducts seasonal training for new and existing customers, working with COD branch employees, TSMs, dealers, independent distributors, and manufacturer representatives to promote customer satisfaction and meet departmental goals. The role includes troubleshooting and investigating product reliability issues, visiting customer job sites, evaluating installations and system operation, documenting field issues, supporting service bulletins and corrective actions, and overseeing warranty unit replacements and labor allowances. The manager also trains and audits independent distributor trainers and technical managers, delivers technical sessions for dealers and contractors, and provides field technicians with guidance on Daikin products, applications, and technical documentation. The position requires travel within the assigned territory and other areas of the Texas Division as business needs require. Benefits are effective on day one for full-time direct hires. Training programs and career growth opportunities are available. Daikin describes itself as a global company backed by Daikin Industries, Ltd.

Requirements

Minimum 5 years of technical support experience.
High School Diploma or GED equivalent.
Public speaking ability.
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 solve problems.
Excellent organizational, time-management, and project-management skills.
Strong work ethic and integrity for a fast-paced environment.
Ability to diagnose and resolve HVAC system issues remotely by communicating with on-site technicians or end users by phone, email, or remote software tools.
Ability to prioritize and facilitate multiple projects to a high degree.
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 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.
Legally authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.

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 training needs.
Provide technical expertise for product reliability investigations.
Collect customer feedback to monitor for 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 field-reported issues to support product integrity.
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.
Participate in additional projects and activities assigned by divisional leadership to support business needs.
Conduct technical training sessions for dealers and contractors on proper installation, startup, commissioning, service, and troubleshooting of Daikin products, with a focus on targeted dealers with failure rates.
Provide technical guidance to field technicians on installations, repairs, and system optimization, including Daikin technology, mobile apps, manuals, schematics, and piping and wiring diagrams.
Maintain detailed records and reports of customer interactions, issues resolved, and solutions provided.
Document recurring problems and recommend preventative measures.
Complete the Daikin STEP (Service Technician Excellence Program), Daikin D-STAR testing requirements, and assigned professional development.