Technical Support Specialist

About the role

The HVAC Service Support Specialist provides technical support to contractors, distributors, engineers, and end users for Daikin’s US domestic product lines. This role does not involve IT or software.

Responsibilities

• Provide prompt and courteous responses to calls coming into the Technical Support Center hotline
• Provide pre and post-sales technical support via telephone and email
• Assist Reps, Distributors, and Contractors in troubleshooting and in the application of Daikin equipment, connection ratio, capacity de-rates, and equipment selection
• Conduct virtual modeling for troubleshooting and provide resolution
• Log all calls and incidents into the CRM module to track information by customer, model number, and project
• Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, clearances, piping recommendations based on piping rules, or other information as published in Daikin’s equipment literature
• Avoidance of repetitive tasks, works independently with general supervision
• Follow up on customer inquiries to ensure job completion and job satisfaction
• Help explain control-related questions
• Perform additional projects/duties to support ongoing business needs

Requirements

• Excellent communication and interpersonal skills to interact effectively with diverse client group
• Ability to troubleshoot in-depth service issues via phone
• Ability to read, analyze, and interpret technical business periodicals, professional journals, and technical procedures
• Ability to write reports, business correspondence, and procedure manuals
• Ability to read and edit technical drawings/prints
• Ability to effectively present information and respond to questions from management, clients, and customers
• Ability to work in a technically dominated environment: engineering, contracting, and construction
• Self-starter with the ability to work both independently and within a team
• Ability to effectively communicate ideas and properly describe problems and solutions
• Ability to effectively handle multiple tasks, time management, and prioritization skills
• Well-developed planning, organization, analytical, and decision-making skills
• Proficient computer skills, such as Excel and PowerPoint, Word (MS Office)
• Ability to produce clear, timely, and concise documentation and have well-developed problem-solving skills
• Apply good judgment, strong work ethic, and integrity on the job

Qualifications

• Experience: 3-5 years of experience in the HVAC field or a technical support role
• High School Diploma or GED Equivalent
• Vocational Certification / Degree preferred