Technical Service Manager -HVAC

AirReps•Irvine, CA

5d•$92,000 - $116,000•Onsite

About The Position

The Regional Technical Service Manager supports internal and external customers who install / repair and maintain heating and air-conditioning systems including conducting training. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure 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.
Possess strong business and technical acumen.
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

Nice To Haves

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

Responsibilities

Provide support for dealers/contractors to resolve technical issues
Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation
Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints
Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes
Field Communication / RMA / Service Bulletin Support. Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on success of Corrective Actions
Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates
Produce training materials for sessions
Produce materials and conduct installation and service training sessions
Responsible for a high quality, cost-efficient and on time service operation (internal and external)
Ensure the availability and quality of communications with our customers
Manage service technician team and coordinate their training and suggestions for improvements and ideas with other divisions of the company
Ensure that the team is working within the right process, keep the processes up to date, improve process efficiency, and the training and execution of all related processes
Participate in additional projects/activities to support ongoing business needs
Responsible for reliable, prompt, and empathetic technical support to our customers. Resolve technical issues, support sales growth and technical training needs of the region.
Provides technical expertise for product reliability investigations.
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.
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 (Service Technician Excellence Program) program, Daikin D-STAR testing requirements and assigned professional development.