AirReps Technical Support Department Director

5 days ago

Bellevue, Washington, United States DAIKIN COMFORT TECHNOLOGIES DIST INC Full time
About the Role

We are seeking a highly skilled and experienced Director of Technical Support to lead our AirReps Technical Support Department at DAIKIN COMFORT TECHNOLOGIES DIST INC. This is an exciting opportunity for a seasoned professional to take on a strategic leadership role and drive excellence in technical support.

Job Summary

The Director of Technical Support will be responsible for ensuring inter-departmental alignment and delivering high-quality support services to our internal and external customers who install, repair, and maintain heating and air conditioning systems. The successful candidate will have a proven track record of driving customer satisfaction, implementing process improvements, and leading high-performing teams.

Responsibilities
  • Ensure excellent customer experience throughout the customer journey across the organization
  • Implement processes that promote Customer and Employee Success, removing any barriers to achieving this goal
  • Ensure consistency in processes and metrics across the organization, maintaining high standards
  • Evaluate, recommend, and implement new processes and metrics to enhance customer satisfaction and team efficiency
  • Monitor team performance, provide direction as needed, and motivate team members to achieve their best
  • Mentor and support team members, providing career guidance and development opportunities
  • Assist with escalated customer concerns from Team Leads and Team members, resolving issues promptly
  • Ensure quarterly deliverables, milestones, and initiatives are met and fulfilled, driving business results
  • Participate in interviewing and selection of new team members, facilitating onboarding and training
  • Create an inspiring team environment and open communication culture, promoting collaboration and innovation
  • Lead and assist in Team Meetings, fostering engagement and active participation
  • Support Change Management efforts, ensuring seamless adoption of changes within the organization
  • Analyze and evaluate software solutions to improve service and commissioning work tracking across multiple sites
  • Perform additional projects/duties to support ongoing business needs, demonstrating adaptability and flexibility
Nature & Scope

The Director of Technical Support will develop and implement strategic plans and objectives for the department/sub-function, working effectively and innovatively. This includes understanding the business and creating comprehensive department solutions, collaborating with other leaders and departments to establish strategic plans and driving towards achievement.

The successful candidate will also provide leadership and direction to managers in their respective division/department, ensure department staffing needs are met, participate in budget development and monitoring of expenses, and exercise signing authority established by company policy/guidelines.

Requirements & Qualifications
  • 10 years industry experience, with 8 years people management experience
  • Bachelor's degree in a related field or equivalent industry job experience
  • Formal Product Training, 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
  • High level of attention to detail, problem-solving skills, organizational, time management, and project management skills
  • Ability to apply good judgment, strong work ethics, and integrity on the job
  • Self-motivated and directed, with the ability to work in a fast-moving environment
Physical Requirements / Work Environment

The ideal candidate must be able to perform essential responsibilities with or without reasonable accommodations and be prepared to travel on business or work beyond normal work hours as necessary.

Reports To

This position reports directly to the VP, AirReps.

Salary Range

$156,560.00-$178,000.00 per annum.

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