Technical Support Analyst - HVAC - Chillers

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, and location.

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