HVAC Technical Support Analyst II

About the role

The Tech Support Analyst provides prompt, accurate technical advice to sales representatives, Daikin Applied customers and service groups regarding the application, operation and maintenance of HVAC equipment. He/she 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, builds sustainable relationships and trust with customer accounts through open and interactive communication, identifies and assesses customers' needs to achieve satisfaction, communicates problem areas to the appropriate parties, provides information to customers on an ongoing basis, provides weekly and daily updates and reports of cases status and group metrics, 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, writes service literature, including flow charts and creates micro videos, works closely with Manager on metrics, service opportunities, and manuals.

Responsibilities

• 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
• Builds sustainable relationships and trust with customer accounts through open and interactive communication
• Identifies and assesses 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
• Provides weekly and daily updates and reports of cases status and group metrics
• 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
• Writes service literature, including flow charts and create micro videos
• Works closely with Manager on metrics, service opportunities, and manuals

Requirements

• Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
• 5+ Years of commercial HVAC experience
• Knowledge of commercial HVAC and refrigeration systems
• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
• Outstanding relationship management and interpersonal skills

Qualifications

• Minimum Qualifications: Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline, 5+ Years of commercial HVAC experience, Knowledge of commercial HVAC and refrigeration systems, 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

Skills

• Technical support
• Customer service
• Communication
• Training
• Problem-solving
• Product knowledge
• MS Office Suite proficiency

Benefits

• Medical/Dental/Vision coverage
• PTO
• 401K match
• Support for community involvement
• Opportunities for career growth
• Support for diversity and inclusion

Pay

The typical pay rate for the position ranges from $73,300 - $120,700 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.

Schedule

Remote - Plymouth, MN