Technical Support Analyst - HVAC - Chillers
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Job Posting
Daikin Applied is hiring a commercial HVAC Technical Support Analyst - Chillers! 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. Come be a part of an exciting journey at Daikin Applied , where innovation and excellence drive our every endeavor!
Location: Remote - Plymouth, MN
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 create micro videos
- Works closely with Manager on metrics, service opportunities, and manuals
What’s in it for you:
- Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
- The ability to make an impact and shape your career with a company that is passionate about growth
- The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best
Minimum Qualifications:
- Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
- 4+ Years of commercial HVAC experience
- Knowledge of commercial HVAC and refrigeration systems - espcially chillers
- Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
- Outstanding relationship management and interpersonal skills
Preferred Qualifications:
- SalesForce CRM experience
- Bachelor's Degree
Daikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:
- 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,