Training and Technical Manager

**Entity**:Daikin Middle East

**Job Category**:Customer Care and Technical Service

**Location**:Riyadh, Al Riyadh, SA

**Job Requisition ID**:1849
- Daikin Middle East & Africa (DAME) is a subsidiary of Daikin Industries Limited, a Japanese outstanding company and worldwide the biggest developer, producer and supplier of HVAC-R (heating, ventilation, air conditioning and refrigeration) solutions, including heating pumps and cooling technology.
- DAME is Daikin’s Middle East and Africa regional HQ. The regional has headquarter in Dubai and other offices in Abu Dhabi, Cairo (Egypt), Riyadh (Saudi Arabia), Jeddah (Saudi Arabia), Qatar as well as 2 production plants, and 2 sales subsidiaries and offices and a whole network of independent distributors and dealers across the MEA region.

**Job Summary**:
The Service Training and Technical Manager is responsible for overseeing the technical service operations and training programs related to Applied Systems, VRV/DX systems, Refrigeration systems and other supporting systems. This role focuses on ensuring technical excellence, developing, and delivering comprehensive training programs, supporting the service team through guidance, driving Root Cause Analysis (RCA) processes, managing quality issue reporting, and following up on claims and compensation with factories. The manager ensures the delivery of high-quality service outcomes aligned with company policies and standards.

**Responsibilities**:

- **Technical Expertise**:

- Provide expert knowledge and troubleshooting for Applied Systems, including chillers and airside equipment, VRV systems, and refrigeration systems.
- Lead complex technical service operations, ensuring resolution of challenges to meet customer satisfaction.
- Keep abreast of industry developments, new technologies, and product updates.
- **Team Leadership and Training**:

- Train and mentor service technicians and engineers to enhance technical skill sets and knowledge.
- Develop and deliver technical training programs, workshops, and certifications for own team members and clients.
- Collaborate with HR to identify skill gaps and ensure continuous team development.
- Design and implement training modules focused on both technical and soft skills to improve overall team performance.
- **Root Cause Analysis (RCA) and Reporting**:

- Conduct detailed RCAs to identify the underlying causes of recurring or significant technical issues.
- Prepare comprehensive RCA reports with actionable recommendations and present them to senior management and clients.
- Track and implement corrective actions to prevent future occurrences with cooperation with Service Operation Management.
- **Quality Issue Reporting and Factory Collaboration**:

- Identify and report quality issues related to equipment performance or manufacturing defects.
- Follow up on claims and compensation requests with factories, ensuring timely resolution.
- Maintain clear communication with factory representatives and regional division to resolve technical and quality concerns effectively.
- **Operational Excellence**:

- Support field teams in executing planned and reactive maintenance with efficiency and precision.
- Work closely with the Service Director to monitor KPIs related to technical performance and implement improvement strategies.
- Coordinate with sales and project teams to provide technical input for service contracts and equipment installations.
- **Customer Satisfaction**:

- Act as a technical point of contact for key clients, addressing escalated issues and providing guidance to ensure satisfaction.
- Collaborate with customer support teams to enhance service quality and resolve complaints promptly.
- **Compliance and Safety**:

- Ensure all service activities comply with health, safety, and environmental regulations.
- Maintain and enforce adherence to Daikin service and quality standards.

**Job Requirements**:
Experience & Knowledge:

- 12-15 years related work experience with minimum of 7 years of experience in HVAC technical services and training.

**Education**:

- Bachelor’s degree in mechanical engineering (most preferred), electrical engineering or related field or an equivalent combination of education and experience.

**Skills**:

- In-depth knowledge of chillers, airside equipment, VRV systems, and refrigeration systems, including troubleshooting and optimization.
- Proficiency in RCA methodologies and reporting tools.
- Familiarity with HVAC software tools and systems.
- Strong understanding of service contracts, installation processes, and quality assurance practices.
- Expertise in creating detailed technical training materials and troubleshooting guides.
- Exceptional leadership and mentoring skills to inspire and develop technical teams.
- Strong communication and presentation abilities for effectively delivering training sessions and technical briefings.
- Collaborative mindset with the ability to work across departments and with external stakehold