TECHNICAL SERVICE MANAGER

AirReps•Louisville, KY

1d•Hybrid

About The Position

This role is responsible for providing reliable, prompt, and empathetic technical support to customers. The position involves resolving technical issues, supporting sales growth, and addressing the technical training needs of the region. The Technical Service Manager will also provide technical expertise for product reliability investigations, gather customer feedback to proactively monitor for quality issues, and conduct job site visits to address customer needs and provide resolutions. Field service reports will be completed using current software workflows with pertinent data to document reported issues and ensure product integrity. The role includes evaluating product installation and operation at customer sites using Daikin installation, service, and engineering manuals for validation. Support for Service Bulletins will be provided to internal and external customers, along with the implementation of corrective action plans. Oversight for warranty unit replacements and labor allowance dollars is also a key responsibility. The Technical Service Manager will train and audit Independent Distributor trainers and technical managers as required, and participate in additional projects/activities to support ongoing business needs as assigned by Divisional leadership. Conducting Technical Training Sessions for dealers and contractors on proper Installation, Start up, Commissioning, Service & Troubleshooting of Daikin products is crucial, with a focus on targeted dealers with failure rates to ensure product integrity. The role provides technical guidance to field technicians for installations, repairs, and system optimizations, assisting them in understanding Daikin technology, mobile apps, technical manuals, schematics, and piping and wiring diagrams. Maintaining detailed records and reports of customer interactions, issues resolved, and solutions provided, as well as documenting recurring problems and suggesting preventative measures, are essential. Completion of the Daikin STEP program, D-STAR testing requirements, and ongoing professional development are also part of the role.

Requirements

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.
Remote Troubleshooting: Diagnose and resolve issues with HVAC systems by communicating with on-site technicians or end-users through phone, email, or remote software tools.
Ability to prioritize and facilitate multiple projects to a high degree.
Possess strong business and technical acumen.
Minimum 5 years technical support experience required.
High School Diploma or GED equivalent required.

Nice To Haves

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

Responsibilities

Responsible for reliable, prompt, and empathetic technical support to 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.