Job Description
Job Description
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)
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.
· Write 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.
· 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)
· 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.
· Aid Homeowner Support representatives on all technical issues.
· 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.
· Review and input on SPA’s – Special Labor Allowances.
· Assist in managing all aspects of service or rework campaigns.
Perform additional projects/duties to support ongoing business needs.
Experience: 15 Plus years in the HVAC Industry, with installation, service, and commissioning experience and or 5 Years Min as Daikin Regional Technical Manager (RTM)
VRV/VRF Strongly Preferred
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.