The Technical Services Operations Manager supports daily operations of Daikin's Technical Services organization across North America. Reporting to the Vice President of Technical Services, this role manages service request flow, certification programs, CRM systems, and process coordination. The position independently reviews, prioritizes, routes, and resolves 200+ service cases per month, often requiring coordination or corrective action. It serves as the central control point for case flow across field teams and internal partners. This role operates with a high level of autonomy, ensuring accurate case handling, enforcing standards, and maintaining timely service delivery that directly impacts key customer relationships.
Position Responsibilities May Include:
- Independently review, categorize, and prioritize incoming service requests from RTMs, DTMs, Product Specialists, and PTAC teams; assess urgency, completeness, and routing before moving cases forward.
- Reject, return, or require correction of incomplete or inaccurate requests; enforce documentation standards to maintain case quality and processing accuracy.
- Assign and route cases to the appropriate resources based on issue type, location, and urgency; escalate critical issues and coordinate resolution across teams.
- Create service orders from RTM commissioning and service worksheets; ensure billing documentation is complete for accurate and timely invoicing.
- Research cases, work with the Homeowner Department, and partner with internal teams to resolve escalated technical service issues.
- Set up parent case structures for complex or multi-site issues; clone and link cases to ensure accurate tracking and data integrity.
- Serve as the final quality check for the Service Champion certification program; verify qualifications by reviewing LMS transcripts and program requirements.
- Run course completion reports from HVAC Learning Campus; identify gaps and work with RTMs, DTMs, and candidates to meet certification requirements.
- Issue certifications, maintain records, and send onboarding communications to support a network of 1,000 Service Champions across North America.
- Act as the main liaison to the Salesforce platform team; participate in cross-functional meetings to improve workflows, reporting, and data quality.
- Monitor and resolve system issues such as unassigned cases, workflow errors, and reporting discrepancies; analyze reports to track performance.
- Onboard new RTMs in the CRM with proper access; provide Salesforce support and training to team members and partner groups, including Logistics.
- Test and validate the public service request form to ensure accurate data flow into Salesforce.
- Provide operational support to the Vice President, including scheduling, communications, expense processing, and tracking action items.
- Maintain the Technical Services organizational chart and department records to ensure accurate and current information.
- Coordinate logistics for team events, offsite meetings, and department functions.
- Request and track purchase orders for tools and resources; generate invoices for Auto Analysis Tools and ensure proper documentation for Accounting.
- Perform additional projects/duties to support ongoing business needs.
Nature & Scope:
- Is recognized as a subject matter expert in job area
- Manages large projects or processes with limited oversight from manager
- Coaches, reviews, and delegates work to lower-level professionals
- Problems faced are difficult and often complex
Knowledge & Skills:
- Demonstrated proficiency in Salesforce or comparable CRM platforms, including case management, reporting, and workflow configuration.
- Proven ability to manage high-volume, multi-stakeholder workflows with precision and minimal supervisory direction.
- Strong written and verbal communication skills with the ability to enforce standards across senior field personnel.
- Proficiency in Microsoft Office Suite and enterprise business systems, including Salesforce.
- Familiarity with LMS platforms and certification program administration preferred.
- Track record of identifying and implementing process improvements in an operational environment preferred.
- Ability to apply good judgement, strong work ethics and integrity on the job.
Experience:
- 8 plus years of experience in operations support, program administration, or business process management within a technical services or field operations environment.
- Experience in HVAC, manufacturing, or technical services industries preferred.
Education/Certification:
- High school diploma or equivalent required.
- Associate's or bachelor's degree in business administration, operations management, or a related field preferred.
People Management: No
Physical Requirements/Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations
Reports To: Vice President, Technical Services
