Regional Technical Service Manager (HVAC)

Daikin•San Antonio, TX

1d•Remote

About The Position

Daikin Comfort Technologies Dist., Inc. is hiring a Technical Service Manager to support COD branch operations in a remote role local to the San Antonio, Texas region. The role supports internal and external customers who install, repair, and maintain heating and air-conditioning systems across an assigned geographic region. The manager serves as a technical subject matter expert, conducts seasonal training, and works with branch employees, Territory Sales Managers, dealers, independent distributors, and manufacturer representatives to support customer satisfaction and departmental goals. The role provides technical support, helps resolve product and system issues, supports sales growth and training, and contributes to product reliability investigations. It includes gathering customer feedback, visiting job sites, evaluating installations and operation, documenting field issues, supporting service bulletins and corrective actions, overseeing warranty replacements and labor allowances, and training or auditing distributor trainers and technical managers as needed. The manager also delivers training on installation, startup, commissioning, service, and troubleshooting of Daikin products; guides field technicians; maintains customer and issue records; and documents recurring problems and preventative measures. Completion of Daikin STEP, D-STAR testing requirements, and assigned professional development is required. The position may require travel throughout the assigned territory and other areas of the Texas Division, as well as work at job sites such as attics, crawl spaces, and rooftops in challenging weather and climate conditions. The position reports to the Division Manager, Technical Services (Texas).

Requirements

Minimum 5 years of technical support experience.
High school diploma or GED equivalent.
Strong 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 use problem-solving skills.
Strong 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 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

Minimum 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 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 and document relevant field-reported issues.
Evaluate product installation and operation at customer sites using Daikin installation, service, and engineering manuals.
Support service bulletins and implement corrective action plans for internal and external customers.
Provide oversight for 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.
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.
Help customers and technicians understand Daikin technology, mobile apps, technical manuals, schematics, piping diagrams, 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, required D-STAR testing, and assigned professional development.