[Hiring] Technical Support Analyst @Daikin Applied Americas

Role Description

Daikin Applied is hiring a commercial HVAC Technical Support Analyst! The Tech Support Analyst provides prompt, accurate technical advice to sales representatives, DAA customers, and service groups regarding the application, operation, and maintenance of HVAC equipment. He/She generates and manages casework through SalesForce.com CRM. In addition, the Tech Support Analyst promotes the collection, fabrication, and retention of technical resources. In this fast-paced role, he or she will encourage exceptional product quality in design, manufacturing, application, and service.

Location: Remote - Plymouth, MN

What you will do:

• Provide intermediate level HVAC technical support to sales representatives, customers, and service groups
• Manage large amounts of incoming calls and emails
• Promptly and accurately enter all incoming requests within Salesforce CRM
• Maintain communication records and 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 take the extra mile to engage customers
• Communicate 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
• Provide information to customers on an ongoing 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
• Provide authorizations for parts warranty request upon identifying quality related opportunities
• Conduct training sessions in a formal classroom or on the job site on product application, operation, and maintenance
• Consult and collaborate 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 create micro videos
• Work closely with Manager on metrics, service opportunities, and manuals

Qualifications

• Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
• 6+ Years of commercial HVAC experience
• Knowledge of commercial HVAC and refrigeration systems
• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint, and Excel)
• Outstanding relationship management and interpersonal skills

Requirements

• SalesForce CRM experience
• Bachelor's Degree

Benefits

• Multiple medical insurance plan options + dental and vision insurance
• 401K retirement plan with employer match
• Paid time off and company paid holidays
• Paid sick time in accordance with the federal, state, and local law
• Tuition Reimbursement after 6 months of continuous service

The typical pay rate for the position ranges from $80,400.00 - $136,800 in Minnesota. The range displayed represents the pay range for all positions in the job grade which this position(s) fall. Individual hourly pay rate will depend on a wide range of factors including your skills, qualifications, experience, and location.