{"id":3278513,"url":"https://alion.io/job/daikin-comfort-technical-service-operational-manager","title":"Technical Service Operational Manager","company":{"id":1808051,"name":"Daikin Comfort","domain":"daikincomfort.com","url":"https://alion.io/company/daikincomfort","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":25,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waller, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":163000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4830},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-26T14:55:23Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-31T18:27:06Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nPosition Responsibilities May Include:\nIndependently review, categorize, and prioritize incoming service requests from RTMs, DTMs, Product Specialists, and PTAC teams; assess urgency, completeness, and routing before moving cases forward.\nReject, return, or require correction of incomplete or inaccurate requests; enforce documentation standards to maintain case quality and processing accuracy.\nAssign and route cases to the appropriate resources based on issue type, location, and urgency; escalate critical issues and coordinate resolution across teams.\nCreate service orders from RTM commissioning and service worksheets; ensure billing documentation is complete for accurate and timely invoicing.\nResearch cases, work with the Homeowner Department, and partner with internal teams to resolve escalated technical service issues.\nSet up parent case structures for complex or multi-site issues; clone and link cases to ensure accurate tracking and data integrity.\nServe as the final quality check for the Service Champion certification program; verify qualifications by reviewing LMS transcripts and program requirements.\nRun course completion reports from HVAC Learning Campus; identify gaps and work with RTMs, DTMs, and candidates to meet certification requirements.\nIssue certifications, maintain records, and send onboarding communications to support a network of 1,000 Service Champions across North America.\nAct as the main liaison to the Salesforce platform team; participate in cross-functional meetings to improve workflows, reporting, and data quality.\nMonitor and resolve system issues such as unassigned cases, workflow errors, and reporting discrepancies; analyze reports to track performance.\nOnboard new RTMs in the CRM with proper access; provide Salesforce support and training to team members and partner groups, including Logistics.\nTest and validate the public service request form to ensure accurate data flow into Salesforce.\nProvide operational support to the Vice President, including scheduling, communications, expense processing, and tracking action items.\nMaintain the Technical Services organizational chart and department records to ensure accurate and current information.\nCoordinate logistics for team events, offsite meetings, and department functions.\nRequest and track purchase orders for tools and resources; generate invoices for Auto Analysis Tools and ensure proper documentation for Accounting.\nPerform additional projects/duties to support ongoing business needs.\nNature & Scope:\nIs recognized as a subject matter expert in job area\nManages large projects or processes with limited oversight from manager\nCoaches, reviews, and delegates work to lower-level professionals\nProblems faced are difficult and often complex\nKnowledge & Skills:\nDemonstrated proficiency in Salesforce or comparable CRM platforms, including case management, reporting, and workflow configuration.\nProven ability to manage high-volume, multi-stakeholder workflows with precision and minimal supervisory direction.\nStrong written and verbal communication skills with the ability to enforce standards across senior field personnel.\nProficiency in Microsoft Office Suite and enterprise business systems, including Salesforce.\nFamiliarity with LMS platforms and certification program administration preferred.\nTrack record of identifying and implementing process improvements in an operational environment preferred. \nAbility to apply good judgement, strong work ethics and integrity on the job.\nExperience:\n8 plus years of experience in operations support, program administration, or business process management within a technical services or field operations environment.\nExperience in HVAC, manufacturing, or technical services industries preferred.\nEducation/Certification:\nHigh school diploma or equivalent required.\nAssociate’s or bachelor’s degree in business administration, operations management, or a related field preferred.\nPeople Management: No\nPhysical Requirements/Work Environment:\nMust be able to perform essential responsibilities with or without reasonable accommodations\nReports To: Vice President, Technical Services\nThe 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. 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