Technical Service Manager

AirReps•BALTIMORE, MD

6d•Onsite

About The Position

This role is responsible for providing reliable, prompt, and empathetic technical support to customers, resolving technical issues, supporting sales growth, and addressing the technical training needs of the region. The position involves providing technical expertise for product reliability investigations, gathering customer feedback to identify quality issues, and conducting job site visits to resolve customer needs. The Technical Service Manager will also complete field service reports, evaluate product installation and operation, support Service Bulletins, and oversee warranty replacements. Additionally, this role involves training and auditing independent distributor trainers and technical managers, participating in projects assigned by divisional leadership, and conducting technical training sessions for dealers and contractors on Daikin products. The manager will provide technical guidance to field technicians, help them understand Daikin technology, and maintain detailed records of customer interactions and resolutions. The role also requires documenting recurring problems, suggesting preventative measures, and completing Daikin STEP program and D-STAR testing requirements.

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.