Technical Support Analyst II

Job Description

Make your mark at the world's largest HVAC company!

Why You'll Love Working for Daikin:

• We're a group who operates with a people-centered mindset, believing in the unlimited potential of each employee, with a goal of driving our company to its fullest potential.• Our goal is to "Perfect the Air We Share". We do this through cutting edge innovation sustainability efforts while meeting the HVAC needs of thousands of customers - expanding over 160 countries!• Our culture is unrivaled. Daikin operates under 8 Core Values which are embedded into every aspect of our business. It's through these values that we continuously strive to build a place where everyone can be authentic, feel valued and heard, and have a sense of purpose and belonging.

The Technical Support Analyst II provides prompt, accurate technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of HVAC equipment. He or She generates and accurately manages high volumes of casework through SalesForce.com CRM. In addition, he or she promotes the collection, fabrication and retention of technical resources. This role requires deep subject-matter expertise in the HVAC industry, and plays a vital role in the ongoing exceptional design, quality, and manufacturing or Daikin's applications and services.

Key Responsibilities Include:

• Provide intermediate level HVAC technical support to sales representatives, customers and service groups
• Successfully manage large volumes of incoming calls and emails
• Promptly and accurately enter all incoming requests within Salesforce CRM. Maintains communication records, necessary paperwork within Salesforce
• 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
• Communicate 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
• Provide 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
• Provide authorizations for parts warranty request upon identifying quality related opportunities
• Conduct training sessions in a formal classroom or on the job site on product application, operation and maintenance
• Consult 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 creates micro videos

Minimum Requirements

• 2 Year Associates Degree OR HVAC/Mechanical Degree
• 5+ Years of HVAC-related experience

Preferred Knowledge and Skills

• 7+ Years of HVAC-related experience

About Us

Building a more sustainable planet. Creating comfortable, healthy spaces for people to connect, live and work. Perfecting the air we share.

Daikin Applied is not just an HVAC company. We're part of a global technology powerhouse that uses Heating, Ventilation and Air Conditioning (HVAC) to transform the world. We're innovators and leaders. Not only as a business, but as individuals.

We invest in our people, and our people invest in our customers and communities. This mutual commitment is the reason for our dynamic growth. So is an inclusive culture that encourages everyone to come to work as their whole selves and come together as a team that welcomes unique ideas, perspectives and backgrounds.

You see, we're not just innovating on the outside. We're innovating on the inside to unlock people's unlimited potential and bring out the diverse and groundbreaking ideas that will help us solve today's most pressing challenges.

That's why Daikin offers more than a job. Here's where you'll be heard, be valued, belong -- and be able to make your mark.

Equal Employment Opportunity:

It is the policy of Daikin Applied to provide equal employment opportunity (EEO) to all persons regardless of race, creed, color, religion, gender, gender identification, sexual orientation, age, national origin, disability, protected veteran status, genetic information, marital status, membership or activity in a local commission, or any other characteristic protected by federal, state or local law.