HVAC Technical Support Analyst III
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Job Description
Technical Support Analyst III supporting commercial HVAC customers, sales representatives, and service groups for Daikin Applied. Managing Salesforce cases, warranty support, training, and product-quality improvements.
Responsibilities:
- Provide intermediate-level HVAC technical support to sales representatives, customers and service groups
- Manage incoming calls and emails
- Enter incoming requests and maintain communication records in Salesforce CRM
- Keep customer and case details accurate and up to date
- Build sustainable relationships with customer accounts through open communication
- Identify and assess customer needs and work toward satisfaction
- Communicate problem areas to appropriate parties and ensure timely corrective action
- Provide customers with ongoing case-status information
- Provide daily and weekly case-status and group-metrics updates and reports
- Authorize parts warranty requests and identify quality-related opportunities
- Conduct product application, operation and maintenance training sessions
- Consult and collaborate with Engineering and Manufacturing on quality and product-design improvements
- Provide coaching and/or mentoring to subordinate staff when needed
- Write service literature, including flow charts, and create micro videos
- Work closely with the Manager on metrics, service opportunities and manuals
Requirements:
- Associate degree or higher, preferably in HVAC or mechanical engineering-related discipline, or equivalent experience
- 6+ years of commercial HVAC experience
- Advanced knowledge of commercial HVAC and refrigeration systems
- Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
- Prior experience working in a technical service role
- Outstanding relationship management and interpersonal skills
- Outstanding writing and communication skills
- Ability to be persuasive and professional
- Understanding of various business functions and impact, including finance, Warranty, NPI and Quality
- Leadership qualities and ownership of complex HVAC cases
- People leadership experience preferred
Benefits:
- Medical insurance plan options
- Dental and vision insurance
- 401K retirement plan with employer match
- Paid time off
- Company paid holidays
- Paid sick time in accordance with federal, state and local law
- Tuition reimbursement after 6 months of continuous service
- Support for community involvement
- Career growth opportunities
- Diverse and inclusive work environment
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