5+ years of experience in field service and repair
High School Diploma or GED equivalent
HVAC training/certification required
Strong HVAC technical knowledge and mechanical/electrical ability
Excellent communication and interpersonal skills
Proficiency in MS Office Suite (Outlook, Word, Excel, PowerPoint)
Strong organizational and project management skills
Responsibilities
Provide technical support to dealers and contractors to resolve issues
Monitor job sites for early signs of quality issues and gather customer feedback
Validate product installations and provide feedback on building code applications
Support closed-loop reviews of RMA analysis with distributors
Conduct installation and technical support training for targeted dealers
Produce training materials and conduct training sessions
Ensure high-quality, cost-efficient service operations
Benefits
Opportunity for professional development and training
Engagement with a variety of internal and external stakeholders
Dynamic work environment with a focus on customer satisfaction
Potential for travel, enhancing exposure to different operational contexts
Supportive management structure for career growth
Full Job Description
Daikin Comfort Technologies Distribution, Inc., is seeking a professional, skilled individual for our Technical Service Manager position to support the business for the Lawrenceville, GA area. The Technical Service Manager 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
Early Warning System / Proactive Field Intelligence / Technical Support / Reliability Investigation
Gathering the Voice of the Customer, monitoring for early signs of quality issues through job site visits to address customer complaints
Validation of product installations to the I/O, assessment of clarity of I/O, feedback to Corporate on field or building code application changes
Field Communication / RMA / Service Bulletin Support Closed loop review of RMA analysis with Distributors, verification of understanding of Service Bulletins and feedback on the success of Corrective Actions
Conduct Installation and Tech Support Training; focus on targeted dealers with high failure rates
Produce training materials for sessions
Produce materials and conduct installation and service training sessions
Responsible for high quality, cost-efficient and on-time service operation (internal and external)
Ensure the availability and quality of communications with our customers
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 50%
Reports To:
Manager, Divisional Tech Services
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.
