Technical Service Manager

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

📋 Description

• Deliver dependable, prompt, and compassionate technical support to customers.

• Address technical challenges while aiding in regional sales growth and fulfilling technical training requirements.

• Offer technical expertise for product reliability assessments.

• Collect Voice of the Customer feedback and keep an eye out for early quality concerns.

• Perform job site visits to meet customer needs and provide effective solutions.

• Complete field service reports documenting issues reported from the field.

• Assess product installation and performance at customer locations utilizing Daikin manuals.

• Assist with service bulletins and corrective action strategies.

• Manage warranty unit replacements and labor allowance funds.

• Train and evaluate Independent Distributor trainers and technical managers.

• Facilitate technical training sessions for dealers and contractors on Daikin product installation, startup, commissioning, service, and troubleshooting.

• Provide technical support to field technicians for installations, repairs, and system optimization.

• Aid users in understanding Daikin technology, mobile applications, technical manuals, schematics, and piping and wiring diagrams.

• Keep detailed records of customer interactions, issues, and solutions.

• Document recurring issues and propose preventative measures.

• Engage in additional projects as assigned by Divisional leadership.

⛳️ Requirements

• At least 5 years of technical support experience is required.

• A minimum of 1 year of technical training experience is preferred.

• High School Diploma or GED equivalent is required.

• HVAC certification or a two-year college degree is preferred.

• Capability to engage in public speaking.

• Exceptional customer service, relationship management, and interpersonal skills.

• Proficiency in Microsoft Office365, including Teams, Outlook, Word, Excel, and PowerPoint.

• Superior written and verbal communication abilities.

• Self-driven with a keen attention to detail.

• Ability to de-escalate customer concerns with a composed demeanor and problem-solving approach.

• Outstanding organizational, time, and project management skills.

• Strong work ethic and integrity.

• Ability to diagnose and resolve HVAC issues via phone, email, or remote software tools.

• Capability to prioritize and manage multiple projects.

• Strong business and technical insight.

• Ability to climb ladders and lift up to 50 lbs.

• Willingness to work in attics, crawl spaces, and rooftops in challenging environments.

• Legally authorized to work in the United States.

• Must not require employer-sponsored work authorization now or in the future.

🏝️ Benefits

• Equal employment opportunity without regard to protected characteristics.

• Continuous professional development.

• Participation in the Daikin STEP program and D-STAR testing requirements.

• Travel as necessary based on territory.