Technical Service Manager

Overview

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.

• May include the same responsibilities as listed above for context and scope within the role.

• Public speaking.
• Excellent customer service, relationship management and interpersonal skills.
• Proficiency in Microsoft Office
  365 including Teams, Outlook, Word, Excel, and Power Point
• 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.

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

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

• 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.

Qualified Applicants must be legally authorized for employment in Canada. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in Canada.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion, creed, national origin, citizenship, military status, ancestry, disability, medical condition, genetic characteristics, protected leave status, sex, pregnancy, age, 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.