Technical Service Manager

Daikin Comfort•San Jose, CA

1d•Hybrid

About The Position

The Regional Technical Service Manager supports internal and external customers who install, repair, and maintain heating and air-conditioning systems, including inverter, non-inverter, residential, and commercial systems. This role involves travel to Daikin-owned and distributor facilities to conduct technical training. The position holder routinely works directly with service technicians and dispatch personnel, under the direction of Upper Management, to ensure customer satisfaction while meeting departmental goals and objectives.

Requirements

5+ years of experience
High School Diploma or GED equivalent
HVAC training/certification required
Formal Product Training – effectively train / educate customers on our products
Strong HVAC technical knowledge, operating systems, mechanical and electrical ability
Excellent customer service, relationship management and interpersonal skills
Proficiency in MS Outlook, Word, Excel and PowerPoint
Must have excellent communication skills both written and verbal and HVAC technical acumen
High level of attention to detail and problem solving skills
Excellent organizational, time management and project management skills
Ability to apply good judgement, strong work ethics and integrity on the job
Highly self-motivated and directed with the ability to work in a fast moving environment
Must be able to perform essential responsibilities with or without reasonable accommodations
Travel is required – up to 30%

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