Product Assurance Analyst III - HVAC

Daikin Applied Americas Inc; Massachusetts; Remote; USD 80,000 - 137,000; Full time

Benefits offered by this job

Medical insurance options

Dental and vision insurance

401K retirement plan with employer fit

Paid time off and holidays

Paid sick time per law

Tuition reimbursement after 6 months

Job summary

Daikin Applied Americas Inc is seeking a Product Assurance Analyst III to serve as a senior technical expert resolving critical field service cases and delivering aftermarket support for new HVAC products. You will lead complex investigations, coordinate with Engineering, Quality, and Legal, and mentor junior analysts while ensuring rapid, compliant resolutions.

You will support infant care initiatives, develop field fixes, and contribute to continuous improvement.

Qualifications

• 6+ years technical customer support and project management experience.
• Advanced knowledge of commercial HVAC and refrigeration systems.
• Experience in technical service roles and communicating with clients or internal partners.
• Strong problem-solving and critical thinking skills.
• Ability to mentor junior analysts and support training teams.

Responsibilities

• Lead investigations of critical field service cases and coordinate with field technicians and customers.
• Perform root cause analysis and implement corrective actions for urgent product failures.
• Escalate high-impact issues and maintain customer communications within SLAs.
• Document findings, resolution steps, and recommended field actions.
• Support infant care and early field performance monitoring for new HVAC products.
• Provide technical feedback on part failures and serviceability concerns.
• Develop field fixes, replacement part kits, and service bulletins with cross-functional teams.
• Represent service readiness in Engineering Development Phase reviews.
• Coordinate with Legal to ensure resolutions align with warranty and regulatory requirements.

Skills

HVAC knowledge

Technical customer support

Project management

Root cause analysis

Client communication

Mentoring

Education

Associate's Degree or Equivalent Experience

Bachelor's Degree Preferred

Tools

Documentation tools

Job description

Join the world's largest HVAC company! Daikin Applied is hiring a Product Assurance Analyst III! The Product Assurance Analyst III is a senior technical expert responsible for resolving critical field service cases and providing aftermarket support for new HVAC products. This role partners closely with Field Service, Engineering, Quality, and Legal to deliver best-in-class resolution and customer support, particularly during the early stages of product launch (infant care). Key responsibilities include leading complex issue investigations, driving root cause analysis, developing field fixes and service documentation, and supporting the replacement parts database. The analyst also contributes to continuous improvement initiatives, mentors junior team members, and ensures technical readiness by participating in Engineering Development Phase reviews and training Technical Response teams. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Remote, MN

What you will do:

• Serve as the primary technical lead for resolving critical field service cases, collaborating directly with field technicians, regional service managers, and customers
• Coordinate with Engineering and Quality teams to perform root cause analysis and implement corrective actions for urgent or recurring product failures
• Escalate high-impact issues appropriately and drive resolution within committed SLAs while maintaining strong customer communication
• Document findings, resolution steps, and recommended field actions for each critical case, ensuring knowledge capture and reuse
• Actively support infant care and early field performance monitoring for newly released HVAC products
• Provide real-time technical feedback on part failures, serviceability concerns, and customer impact
• Collaborate with Engineering, Field Service, and Quality to develop field fixes, replacement part kits, and service bulletins
• Act as a liaison between Field Service and internal stakeholders (Engineering, Quality, Legal), ensuring clear communication and accountability for critical escalations
• Participate in Engineering Development Phase reviews to represent service and aftermarket readiness perspectives
• Coordinate with Legal to ensure product resolutions align with warranty policies, liability considerations, and regulatory requirements
• Develop and maintain troubleshooting guides, field bulletins, and root cause reports to prevent recurrence of known issues
• Mentor junior analysts and assist in training Technical Response Teams and field service personnel
• Identify trends from service cases and recommend proactive improvements in design, service practices, and parts availability
• Participate in post-mortem reviews of escalated cases to ensure systemic resolution and process refinement

Minimum Qualifications:

• Associate's Degree or Equivalent Experience
• Two-year degree or equivalent from college or technical school
• 6+ years Technical customer support and project management
• Advanced knowledge of commercial HVAC and refrigeration systems
• Prior experience working in a technical service role
• Experience communicating with clients or internal business partners
• Displays genuine enthusiasm in helping customers resolve issues
• Maintains composure during difficult situations/conversations
• Excellent critical thinking and problem-solving skills

Preferred Qualifications:

• Bachelor's Degree or Equivalent Experience
• Mechanical Engineering or Equivalent Degree

Benefits:

• 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 - $136,800 + 10% bonus 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.

Employment is contingent upon successful completion of pre-employment requirements, including verification of employment history, education, background screening, and drug testing where permitted by law. Safety-sensitive positions may require cannabis (marijuana) testing. All testing and employment decisions will comply with applicable federal, state, and local laws.

If you're looking for an engaging career with growth opportunities in a supportive environment, you'll love a career at Daikin Applied! 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. 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. Over the past several years, we’ve proudly welcomed several organizations into our family, each bringing unique strengths, deep expertise, and talented teams. As we continue to grow, these partners play a vital role in expanding our capabilities and shaping the future of our organization. Whichever Daikin Applied company you join, you’ll be part of a unified, supportive environment where you can make an impact and grow your career.