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Technical Services Manager

4 months ago

Edison, United States Daikin Comfort Full time

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

Nature & Scope:

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

Knowledge & Skills:

  • 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

Experience:

  • 5+ years

Education:

  • High School Diploma or GED equivalent
  • HVAC training/certification required

Physical Requirements/Work Environment:

  • Must be able to perform essential responsibilities with or without reasonable accommodations
  • Travel is required – up to 30%