Senior Level Support Analyst Jobs

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Daikin Applied is hiring a commercial HVAC Technical Support Analyst III! 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 (or equivalent experience)
• 6+ Years of commercial HVAC experience
• Advanced knowledge of commercial HVAC and refrigeration systems
• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
• Prior experience working in a technical service role
• Outstanding relationship management and interpersonal skills

Preferred Qualifications:

• Outstanding writing and communication skills with the ability to be persuasive and professional
• Understands various business functions and impact (finance, Warranty, NPI, Quality)
• Demonstrate leadership qualities and take ownership of complex HVAC cases
• People leadership experience

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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