Technical Support Analyst - HVAC

Daikin-Applied; Minnesota; Remote; USD 80,000 - 137,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO

401K match

Tuition Reimbursement

Job summary

Daikin Applied in the United States is hiring a commercial HVAC Technical Support Analyst. The role provides prompt, accurate technical advice to sales representatives, customers and service groups regarding HVAC equipment installation, operation, and maintenance, and uses Salesforce to manage casework.

You will engage with engineering and manufacturing on quality improvements, write training materials, and help grow the business through excellent service.

Qualifications

• Associate degree or higher in HVAC or mechanical engineering.
• 4+ years of commercial HVAC experience.
• Proficiency in MS Office (Outlook, Word, PowerPoint and Excel).

Responsibilities

• Provide intermediate HVAC technical support to sales representatives, customers and service groups.
• Manages large amounts of incoming calls and emails.
• Enter requests in Salesforce CRM and maintain case records.
• Build relationships with customer accounts through open communication.
• Identify customer needs and provide timely solutions.
• Provide status updates and reports on case progress.
• Authorize parts warranty requests when quality opportunities identified.
• Conduct training sessions on product application, operation and maintenance.
• Collaborate with Engineering and Manufacturing on quality improvements.
• Create service literature such as flow charts and micro videos.
• Assist Manager with metrics and group initiatives.

Skills

HVAC knowledge

Customer service

Communication

Problem solving

Education

Associate degree or higher in HVAC/Mechanical

Tools

SalesForce CRM

MS Office

Excel

Job description

Join the world's largest HVAC company, named by Forbes as one of America's Best-In-State Employers 2025!Job PostingDaikin Applied is hiring a commercial HVAC Technical Support Analyst! 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, MNWhat you will do:Provide intermediate level HVAC technical support to sales representatives, customers and service groupsManages large amounts of incoming calls and emailsPromptly and accurately enters all incoming requests within Salesforce CRMMaintains communication records, necessary paperwork within SalesforceReflect correct customer and case details with up-to-date informationBuild sustainable relationships and trust with customer accounts through open and interactive communicationIdentify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customersCommunicates 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 mannerProvides information to customers on an on-going basis to answer questions or provide information with respect to their case statusProvide weekly and daily updates and reports of cases status and group metricsProvides authorizations for parts warranty request upon identifying quality related opportunitiesConducts training sessions in a formal classroom or on the job site on product application, operation and maintenanceConsults and collaborates with Engineering and Manufacturing on quality and product design improvementsMay provide coaching, and/or mentoring to a subordinate group or staff memberWrite service literature, including flow charts and create micro videosWorks closely with Manager on metrics, service opportunities, and manualsWhat’s in it for you:Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much moreThe ability to make an impact and shape your career with a company that is passionate about growthThe support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our bestMinimum Qualifications:Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline4+ Years of commercial HVAC experienceKnowledge of commercial HVAC and refrigeration systemsProficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)Outstanding relationship management and interpersonal skillsPreferred Qualifications:SalesForce CRM experienceBachelor's DegreeDaikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:Multiple medical insurance plan options + dental and vision insurance401K retirement plan with employer matchPaid time off and company paid holidaysPaid sick time in accordance with the federal, state and local lawTuition Reimbursement after 6 months of continuous serviceThe 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.#LI-AK1Employment 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!