Technical Service Operational Manager

AirReps•WALLER, TX

11d

About The Position

The Technical Services Operations Manager supports daily operations of Daikin’s Technical Services organization across North America. Reporting to the Vice President of Technical Services, the role manages service request flow, certification programs, CRM systems, and process coordination. The manager independently reviews, prioritizes, routes, and resolves more than 200 service cases per month, often coordinating with teams or taking corrective action. This role serves as the central control point for case flow across field teams and internal partners, operating with a high level of autonomy to ensure accurate case handling, enforce standards, and maintain timely service delivery that affects key customer relationships. The role also provides operational support to the Vice President, maintains department records, coordinates team events, and manages purchasing and invoice documentation. It is recognized as a subject matter expert, manages large projects or processes with limited oversight, and may coach, review, and delegate work to lower-level professionals. Problems are often difficult and complex. People management is not part of the position.

Requirements

At least 8 years of experience in operations support, program administration, or business process management within a technical services or field operations environment.
Demonstrated proficiency in Salesforce or comparable CRM platforms, including case management, reporting, and workflow configuration.
Ability to manage high-volume, multi-stakeholder workflows with precision and minimal supervisory direction.
Strong written and verbal communication skills, including the ability to enforce standards across senior field personnel.
Proficiency in Microsoft Office Suite and enterprise business systems, including Salesforce.
Ability to apply good judgment, strong work ethics, and integrity on the job.
High school diploma or equivalent required.
Ability to perform essential responsibilities with or without reasonable accommodations.

Nice To Haves

Familiarity with LMS platforms and certification program administration.
Track record of identifying and implementing process improvements in an operational environment.
Experience in HVAC, manufacturing, or technical services industries.
Associate’s or bachelor’s degree in business administration, operations management, or a related field.

Responsibilities

Independently review, categorize, and prioritize incoming service requests from RTMs, DTMs, Product Specialists, and PTAC teams; assess urgency, completeness, and routing.
Reject, return, or require correction of incomplete or inaccurate requests and enforce documentation standards.
Assign and route cases to appropriate resources based on issue type, location, and urgency; escalate critical issues and coordinate resolution across teams.
Create service orders from RTM commissioning and service worksheets and ensure billing documentation is complete for accurate, timely invoicing.
Research cases, work with the Homeowner Department, and partner with internal teams to resolve escalated technical service issues.
Set up parent case structures for complex or multi-site issues; clone and link cases to support accurate tracking and data integrity.
Verify Service Champion qualifications by reviewing LMS transcripts and program requirements as the final quality check for the certification program.
Run course completion reports from HVAC Learning Campus, identify gaps, and work with RTMs, DTMs, and candidates to meet certification requirements.
Issue certifications, maintain records, and send onboarding communications for a network of 1,000 Service Champions across North America.
Serve as the main liaison to the Salesforce platform team and participate in cross-functional meetings to improve workflows, reporting, and data quality.
Monitor and resolve system issues, including unassigned cases, workflow errors, and reporting discrepancies; analyze reports to track performance.
Onboard new RTMs in the CRM with proper access and provide Salesforce support and training to team members and partner groups, including Logistics.
Test and validate the public service request form to ensure accurate data flow into Salesforce.
Provide operational support to the Vice President, including scheduling, communications, expense processing, and tracking action items.
Maintain the Technical Services organizational chart and department records.
Coordinate logistics for team events, offsite meetings, and department functions.
Request and track purchase orders for tools and resources; generate invoices for Auto Analysis Tools and provide proper documentation to Accounting.
Perform additional projects and duties to support ongoing business needs.
Coach, review, and delegate work to lower-level professionals.