McQuay International

Technical Service Manager

McQuay International • $80K — $95K *
Baltimore, MD 21215In-Person
Technical Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in technical support, preferably in HVAC systems.
  • 1+ year experience in technical training is a plus.
  • HVAC certification or an associate degree is preferred, but not required.
  • Excellent communication and customer service skills are essential.
  • Strong organizational and project management abilities are critical.
  • Proficient in Microsoft Office 365, especially Teams and Excel.
  • Ability to manage multiple projects and prioritize effectively.

Responsibilities

  • Deliver prompt and empathetic technical support to customers.
  • Conduct comprehensive product reliability investigations.
  • Proactively gather customer feedback to identify quality issues.
  • Prepare detailed field service reports for documentation of issues.
  • Evaluate product installation at job sites for compliance with standards.
  • Assist with Service Bulletins and corrective action implementations.
  • Oversee warranty replacements and manage labor allowances.
  • Train and audit Independent Distributor trainers and tech managers when necessary.
  • Lead technical training sessions for dealers on installation and troubleshooting.
  • Provide technical guidance to field technicians for optimal system performance.

Benefits

  • Opportunities for ongoing professional development and training.
  • Flexible work environments with remote troubleshooting options.
  • Engagement in varied projects to support business growth.
  • Potential for advancement in technical and training roles.
Full Job Description
Responsibilities:
  • 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.
  • Provide technical guidance to field technicians for installations, repairs, and system optimizations. Helps in understanding Daikin technology, mobile apps, technical manuals, schematics, piping and wiring diagrams.
  • Maintain detailed records and reports of customer interactions, issues resolved, and solutions provided.
  • Document recurring problems and suggest preventative measures.
  • Completion of Daikin STEP program, D-STAR testing requirements and ongoing professional development.

Qualifications:

Knowledge and Skills:
  • Ability to perform public speaking.
  • Excellent customer service, relationship management and interpersonal skills.
  • Proficiency in Microsoft Office365 including Teams, Outlook, Word, Excel, and PowerPoint
  • 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.

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

Education:
  • High School Diploma or GED equivalent required.
  • HVAC certification or two-year college degree preferred.

Physical Requirements/Work Environment:
  • 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 the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

About McQuay International

McQuay International is a manufacturer of HVAC equipment and solutions. The company was founded in 1933 and is headquartered in Minneapolis, Minnesota. McQuay International offers a range of products including air conditioning units, chillers, and air handling units. The company has operations in North America, Europe, and Asia. McQuay International is a subsidiary of Daikin Industries, Ltd.
Learn more about McQuay International
Size
1,000 employees
Industry
Manufacturing & Automotive
* Ladders Estimates

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