HVAC Technical Support Analyst - Daikin Applied

Make your Mark at the World's Largest HVAC Company



Daikin Applied is seeking a full-time Technical Response Cetner Analyst II to provides prompt, accurate technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of HVAC equipment. Generates and manages casework through SalesForce.com CRM. Promotes the collection, fabrication and retention of technical resources. Encourages exceptional product quality in design, manufacturing, application and service.

Location: Remote

What you will do:


* Provide intermediate level HVAC technical support to sales representatives, customers and service groups.
* Manages large amounts of incoming calls and emails.
* Promptly and accurately enters all incoming requests within Salesforce CRM. Maintains communication records, necessary paperwork within Salesforce.
* Reflect correct customer and case details with up-to-date information.
* Build sustainable relationships and trust with customer accounts through open and interactive communication.
* Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers.
* Communicates problem areas to the appropriate parties as the need arises to ensure that problems or possible problems are surfaced, and corrective action taken in a timely manner.
* Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status.
* Provide weekly and daily updates and reports of cases status and group metrics.
* Provides authorizations for parts warranty request upon identifying quality related opportunities.
* Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance.
* Consults and collaborates with Engineering and Manufacturing on quality and product design improvements.
* May provide coaching, and/or mentoring to a subordinate group or staff member.
* Write service literature, including flow charts and creates micro videos.
* Works closely with Manager on metrics, service opportunities, and manuals
* Other duties as assigned.

Minimum Qualifications:


* Two-year associates or equivalent from two-year college or HVAC technical degree
* 5 years HVAC related experience and/or training
* Strong communication skills - written and oral
* Knowledge of commercial HVAC and refrigeration systems
* Work Visa sponsorship is not available for thie position.



Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled