Stevens Equipment Supply, a member of Daikin Industries Inc., is a wholesale distributor of equipment, parts, and supplies, is seeking a professional, skilled individual for our Technical Service Manager position based out of our Phoenix, AZ branches. The TSM supports internal and external customers who install/repair and maintain heating and air-conditioning systems including conducting training. This person routinely works directly with service technicians, dispatch personnel, and under the direction of Upper Management to ensure customer satisfaction while meeting departmental goals and objectives.
Position responsibilities may include: - Provide support for dealers/contractors to resolve technical issues
- Ensure timely communication (phone/text/email) responses with customers
- Conduct product installation and service training; focus on targeted dealers with high failure rates
- Collaborate with the local sales team on new customer conversions to Daikin brands of equipment
- Gather "Voice of the Customer" commentary & provide feedback to Daikin sales/engineering groups
- Monitor for early signs of quality issues through job site visits to address customer complaints
- Provide confirmation that product installations adhere to the installation manual & assess the clarity of installation manual
- Provide feedback to Corporate on field or building code application changes
- Produce training materials for sessions as needed
- Early Warning System/Proactive Field Intelligence/Technical Support/Reliability Investigation
- Perform additional projects/duties to support ongoing business needs.
Nature & Scope:- Applies advanced knowledge of job area typically obtained through advanced education and work experience
- Manages projects and processes while working independently and with limited supervision
- Coaches and reviews the work of lower-level professionals
- Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions
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 judgment, strong work ethics, and integrity on the job
- Highly self-motivated and directed with the ability to work in a fast-moving environment
- Ability to apply good judgment, strong work ethic, and integrity on the job.
Experience:- 5+ years in field service and repair
Education/Certification:- High School Diploma or GED equivalent
- HVAC training/certification required
People Management: No
Physical Requirements / Work Environment:- Must be able to perform essential responsibilities with or without reasonable accommodations
- Travel is required - up to 30%
Reports To: - Manager, Divisional Tech Services
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
