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Provides technical support to company owned (COD) and independent (IND) distributors, servicers and our in-house 800 Service Support Specialist as needed. Coordinate resolutions and corrective actions of field product quality issues. Conduct or participate in quality reviews with customers at their locations. Produces technical literature, service training materials and service kits. Participates and provides input from a service perspective in product transition schedule meetings, dFMEA and other service design reviews. Travel to conduct field investigation of field quality issues (as approved by Manager)
Position Responsibilities may include:
Troubleshoot and/or assist by phone distributors/branch/dealers in installation, quality, or service-related problems. Represents approximately 30% of position responsibility. This includes assistance on the 800 line(s) as required upon request.
Review service manuals, service letters, kit instructions, training material and technical communications.
Maintain Product Quality Report (PQR) database. Prepare, interpret, and communicate special reports/studies. Monitor and approve transition schedules, Engineering Change Notifications and Engineering Change Requests (ECN’s, and ECR's).
Participate in product development; assist in assembly line issues and review of product returns for quality issues.
Primary technical contact for distributor service managers. Provides technical support to distributors and escalated support to dealers/servicers to resolve product problems or inquiries by telephone, fax, or email.
Maintain Product Quality Report (PQR) database.
Attend DFMEA, PFMEA & DQIP meetings and gets assistance in providing input.
Develop and use current training materials to train 800 Svc Support Specialist.
Represent department at Product Development, Production, Quality and Transition Schedule Meetings, and provide input on improving serviceability and safety of products.
Monitor transition schedules, Deviations, ECN/ECR’s and PCN's and gets assistance in providing input to determine impact and implications for all existing and future parts and service literature.
Work with Technical Writers on review of service manuals, technical manuals, service bulletins, service kit installation instructions and field service or technical communications.
Assist Technical Training Team to review all Product Training material.
Travel for jobsite visits with Field Service Support (COD or IND Tech Manager etc.,) for investigation and resolution of product problems. (Mgr. Approval Required) Review and input on SPA’s – Special Labor Allowances.
Assist in managing all aspects of service or rework campaigns.
Provides direction to Level 1 Product Specialists.
Maintain Product Quality Report (PQR) database and champion meetings.
Develop programs and assist with production of training materials for use by technical trainers along with internal training of 800 Svc Support Specialist.
Work with Service Engineers on parts standardization, substitutions and/or obsolescence.
Track, analyze, and communicate service performance with the appropriate departments by following the product from initial design through its manufacture, distribution, sale and use by the customer.
Review and approve SPA – Special Labor Allowances after review by Director or Manager.
Conduct unsupervised jobsite visits for investigation and resolution of product problems. (Mgr. Approval Required) Create Service Bulletin, acquire Project Codes and approvals, technical or repair instructions or other communications as required and distribute as appropriate for the project.
Capture shipping data and develop database for tracking/reporting as deemed necessary for the project.
Prompt handling of all associated customer communications, rework reports, database updates, etc. as required for project.
Aid Homeowner Support representatives on all technical issues.
Prompt communication or handling of data to warranty for warranty processing or other departments as required for reports, etc.
Travel to field locations to resolve product problems. Investigate and coordinate with necessary departments (Engineering, Quality Assurance, Field Service, etc.) to resolve product quality issues. (ONLY as approved by Manager, Technical Services)
Travel to conduct or participate in training programs, shows, distributor meetings, quality investigations, customer quality reviews, etc. (ONLY as approved by Manager) 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:
Digital skills: Technology, Media & the Internet - skills in word processing, data management and presentations (Microsoft Office Applications proficiency – Outlook, Word, Excel, Access, PowerPoint, Teams).
Critical Thinking & Problem Solving - inductive and deductive reasoning, analysis, and interpretation to generate possible solutions and responses to problems.
Ability to apply good judgment, strong work ethic, and integrity on the job.
Demonstrated ability to effectively work with engineer, quality, manufacturing, marketing, sales, or other departments to drive quality improvements or resolve field issues.
Demonstrates ability to effectively work with customers on resolving service or quality issues.
Communication & Collaboration with team members and customers – ability to communicate ideas to instruct, inform, persuade, or motivate co-workers.
Experience:
15 Plus years in the HVAC Industry, with installation, service, and commissioning experience
5 Years min as Daikin Reginal Technical Manager (RTM)
2 years min as a Daikin Product Specialist 1
Education/Certification:
Associate degree in HVAC or related field experience.
People Management: No
Physical Requirements / Work Environment:
Must be able to perform essential responsibilities with or without reasonable accommodations
Reports To: Manager, Product Specialist / Manager Technical 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.
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.
