Technical Service Manager

Function

TECHNICAL SERVICE MANAGER

Job Family

GBU

FLSA Designation

Exempt

Last Updated

2016

Position Summary

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.

Position Responsibilities

May include;
• 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

Job Grade

R1P6 / C1P6

Job Code

30054 / 33062 - Canada

Job Title

Technical Service Manager

External Match

CUT000P3

Nature and Scope
• Works within knowledge
• Provides guidance to internal and external customers

Knowledge and Skills
• 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.

Qualifications:

• 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.

Experience

• Minimum 5 years technical support experience required.
• Minimum 1-year technical training experience preferred.

Education

• High School Diploma or GED equivalent required.
• HVAC certification or two-year HVAC college degree preferred.

People Management

No

Physical Requirements / Working Environment

• Must be able to perform essential and additional responsibilities.
• Ability to climb ladders and lift 50lbs.
• Travel as required depending on territory.
• Work within confines of typical job sites including attics, crawl spaces and roof tops in challenging climates.

Reports to:

Area Technical Manager / Technical Sales

Salary: $92,000 to $116,000.00

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.