Technical Service Manager

AirReps • Kansas City, MO

1d • Remote

About The Position

Daikin Comfort Technologies is seeking a professional, skilled individual for
our Technical Service Mgr position for our branch operations group located
remotely, but local to our Kansas City, MO 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. The
Technical Service Mgr is responsible for conducting seasonal training classes to
enrich new and existing customers as a technical subject matter expert. This
candidate will routinely work with company-owned branch employees, Territory
Sales Mgr, as well as external customers such as Dealers, Independent Dist and
Mfg Rep to ensure positive customer satisfaction while meeting departmental
goals and objectives.

Requirements

• 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.
• Minimum 5 years technical support experience required.
• High School Diploma or GED equivalent required
• Must be able to perform essential and additional responsibilities.
• Ability to climb ladders and lift 50lbs.
• Travel as required depending on territory.

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 our 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 (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
• Number of Employees: 11-50 employees