Technical Support Analyst – HVAC, Chillers
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Job Description
Daikin Applied HVAC technical support analyst advising sales teams, customers, and service groups on commercial chillers. Managing Salesforce cases, warranty requests, 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 customer account relationships through open communication
- Identify and assess customer needs to achieve satisfaction
- Communicate problem areas to appropriate parties and ensure timely corrective action
- Provide customers with case-status information
- Provide daily and weekly case-status and group-metrics updates and reports
- Authorize parts warranty requests after identifying quality-related opportunities
- Conduct product application, operation, and maintenance training sessions in classrooms or on job sites
- 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 with the Manager on metrics, service opportunities, and manuals
Requirements:
- Associate degree or higher, preferably in HVAC or a mechanical-engineering-related discipline
- 4+ years of commercial HVAC experience
- Knowledge of commercial HVAC and refrigeration systems, especially chillers
- Proficiency in Microsoft 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
- Diversity and inclusion support
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