Technical Support Analyst – Commercial HVAC
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Job Description
Technical Support Analyst advising commercial HVAC customers and service teams 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 accurately within Salesforce CRM
- Maintain communication records and paperwork within Salesforce
- Keep customer and case details up to date
- Build sustainable relationships and trust with customer accounts
- Identify and assess customer needs to achieve 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 updates and group-metrics reports
- Authorize parts warranty requests after identifying quality-related opportunities
- Conduct classroom and on-the-job training on product application, operation and maintenance
- 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’s degree or higher, preferably in HVAC or a mechanical engineering-related discipline
- 6+ years of commercial HVAC experience
- Knowledge of commercial HVAC and refrigeration systems
- Proficiency in the MS Office Suite, including Outlook, Word, PowerPoint and Excel
- Outstanding relationship management and interpersonal skills
- Salesforce CRM experience preferred
- Bachelor’s degree preferred
Benefits:
- Medical/Dental/Vision coverage
- PTO
- 401K match
- Support for community involvement
- 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
- Growth opportunities
- Supportive environment
- Diverse and inclusive workplace
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