Product Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical support to both company-owned and independent distributors, servicers, dealers, and in-house 800 Service Support Specialists.

• Diagnose installation, quality, and service-related issues via phone and the 800 service line.

• Coordinate solutions and corrective measures for product quality concerns in the field.

• Engage in customer quality assessments and on-site investigations.

• Develop technical documentation, service training resources, service kits, bulletins, repair guidelines, and technical communications.

• Oversee the Product Quality Report database, preparing, interpreting, and sharing reports and analyses.

• Supervise and authorize transition schedules, ECNs, ECRs, deviations, and PCNs.

• Collaborate in product development, DFMEA, PFMEA, DQIP, assembly-line issue resolution, and product-return quality evaluations.

• Act as the primary technical liaison for distributor service managers, providing escalated assistance to dealers and servicers.

• Train 800 Service Support Specialists and assist technical trainers with training resources.

• Represent the department in meetings concerning product development, production, quality, and transition schedules.

• Contribute insights on product serviceability and safety enhancements.

• Oversee service and rework initiatives, special labor allowances, and project-related databases.

• Guide Level 1 Product Specialists.

• Collaborate with Service Engineers on parts standardization, substitutions, and obsolescence management.

• Monitor, analyze, and communicate service performance from product design through to customer experience.

• Carry out approved field travel, customer visits, training sessions, trade shows, distributor meetings, and quality investigations.

• Support Homeowner Support representatives with technical inquiries and supply data to warranty and other departments.

• Undertake additional projects and responsibilities to meet ongoing business demands.

⛳️ Requirements

• Over 15 years of experience in the HVAC industry, encompassing installation, service, and commissioning roles.

• A minimum of 5 years as a Daikin Regional Technical Manager (RTM).

• At least 2 years as a Daikin Product Specialist 1.

• Associate degree in HVAC or a related field.

• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, Access, PowerPoint, and Teams.

• Strong critical thinking and problem-solving skills, encompassing inductive and deductive reasoning, as well as analysis and interpretation.

• Capacity to collaborate effectively with engineering, quality, manufacturing, marketing, sales, and other departments.

• Ability to work efficiently with customers to resolve service or quality concerns.

• Excellent communication and teamwork abilities.

• Capability to perform essential job functions with or without reasonable accommodations.

🏝️ Benefits

• Equal employment opportunity for all individuals, irrespective of protected characteristics.

• Reasonable accommodations available for individuals with disabilities.

• Compliance with federal and state disability rights regulations.