Regional Technical Service Manager (HVAC)

AirReps•San Antonio, TX

2d•Remote

About The Position

Daikin Comfort Technologies Dist., Inc. is seeking a Technical Service Manager to support COD branch operations remotely from 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 geographical region. As a technical subject matter expert, the manager provides customer support and conducts seasonal training for new and existing customers. The position routinely collaborates with company branch employees, Territory Sales Managers, Dealers, Independent Distributors, and Manufacturer Representatives to promote customer satisfaction and meet departmental goals. It also involves technical issue resolution, product reliability investigations, field evaluations, warranty oversight, and technical training. The role requires travel within the assigned territory and other areas of the Texas Division as business needs require.

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.
Ability to diagnose and resolve HVAC system issues remotely by communicating with on-site technicians or end users through 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 lbs.
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 job-site environments such as 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; resolve technical issues and support regional sales growth and training needs.
Provide technical expertise for product reliability investigations.
Gather customer feedback to identify early signs of quality issues, conduct job-site visits, and resolve customer needs.
Complete field service reports using current software workflows and document field-reported issues.
Evaluate product installation and operation at customer sites, 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.
Conduct technical training for dealers and contractors on product installation, startup, commissioning, service, and troubleshooting, with a focus on targeted dealers with failure rates.
Provide field technicians with technical guidance on installations, repairs, system optimization, 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.