Technical Service Manager

AirReps • Beaumont, TX

1d • Remote

About The Position

Daikin Comfort Technologies is seeking a professional, skilled individual for their Technical Service Mgr position for their branch operations group, located remotely but within the East, TX/Louisiana region. The Technical Service Mgr supports internal and external customers who install, repair, and maintain heating and air-conditioning systems for an assigned geographical region. This role is responsible for conducting seasonal training classes as a technical subject matter expert and routinely works with company-owned branch employees, Territory Sales Mgr, and external customers such as Dealers, Independent Dist and Mfg Rep to ensure positive customer satisfaction while meeting departmental goals and objectives.

Requirements

• Minimum 5 years technical support experience required.
• 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.
• High School Diploma or GED equivalent required.

Nice To Haves

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

Responsibilities

• Responsible for reliable, prompt, and empathetic technical support to customers, resolving technical issues, supporting sales growth, and meeting technical training needs of the region.
• Provides technical expertise for product reliability investigations.
• Gathers “Voice of the Customer” to proactively monitor for early signs of quality issues, and supports 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.
• Evaluates product installation and operation at customer sites using Daikin installation, service, and engineering manuals for validation.
• Provides Service Bulletin support to internal and external customers and implements corrective action plans.
• Provides oversight for warranty unit replacements and labor allowance dollars.
• Trains & Audits Independent Distributor trainers and technical managers, when required.
• Participates in additional projects/activities to support ongoing business needs as assigned by Divisional leadership.
• Conducts 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.
• Provides technical guidance to field technicians for installations, repairs, and system optimizations, helping them understand Daikin technology, mobile apps, technical manuals, schematics, piping and wiring diagrams.
• Maintains detailed records and reports of customer interactions, issues resolved, and solutions provided.
• Documents recurring problems and suggests preventative measures.
• Completion of Daikin STEP (Service Technician Excellence Program) program, Daikin D-STAR testing requirements and assigned professional development.

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.
• Growth Opportunities - there are immense opportunities to grow your career.
• You will be part of a Global Company - our family brands are backed by Daikin Industries, Ltd.

What This Job Offers

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