Technical Service Manager

Ultipro; Baltimore (MD); On-site; USD 70,000 - 95,000; Full time

Job summary

Daikin is seeking a seasoned Technical Support Specialist in the Baltimore area to deliver reliable customer support, drive sales growth, and lead technical training. You will gather field data, perform installation validation, and contribute to product reliability investigations.

Responsibilities include issuing service bulletins, overseeing warranty actions, and coordinating training for dealers and independent distributors. Travel to job sites is expected as needed.

Qualifications

• Minimum 5 years of technical support experience.
• Minimum 1 year of technical training experience preferred.
• High School Diploma or GED required; HVAC certification preferred.
• Willingness to travel as required.
• Ability to climb ladders and lift 50 lbs.

Responsibilities

• Provide reliable technical support to customers and assist in sales growth and training.
• Offer technical expertise for product reliability investigations.
• Gather customer feedback to monitor quality issues and support site visits.
• Complete field service reports documenting issues to ensure product integrity.
• Evaluate installation and operation at customer sites following Daikin manuals.
• Support service bulletins and implement corrective actions.
• Oversee warranty replacements and labor allowances.
• Train and audit independent distributors and technical managers.
• Conduct technical training sessions for dealers and contractors on installation, start-up, commissioning, troubleshooting.
• Provide guidance to field technicians on installations, repairs, and system optimizations.
• Maintain records of customer interactions and issue resolutions.
• Document recurring problems and suggest preventative measures.
• Complete Daikin STEP program and D-STAR testing.

Skills

Public speaking

Customer service

MS Office365

Written communication

Verbal communication

De-escalation

Time management

Organization

Project management

Technical acumen

HVAC remote troubleshooting

Multitasking

Education

High School Diploma or GED

HVAC certification

Two-year HVAC degree

Tools

MS Office365

Job description

• 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.

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.