Technical Support Analyst III

Make your mark at the world’s largest HVAC company

Daikin Applied is seeking a Technical Support Analyst III who will provide prompt, accurate, expert technical advice to sales representatives, customers, and service groups regarding the application, operation, and maintenance of HVAC equipment. Promotes the collection, fabrication, and retention of technical resources for HVAC product support. Contributes to exceptional product quality. When employee is field based, they will work with minimal supervision. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: East Cost Remote US, Eastern Time Zone

What you will do:

• Provide expert level HVAC technical support to sales representatives, customers and service groups
• Deliver priority support to Data Center customers and work closely with other individuals within the organization who share this focus.
• Maintains communication records, necessary details within Salesforce
• Manages large amounts of incoming calls and emails
• Promptly and accurately enters all incoming requests within Salesforce CRM
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers’ needs to achieve satisfaction and take the extra mile to engage customers
• Consults with development engineering regarding product performance and issues
• Writes Service Bulletins and Procedures
• Through specialized and advanced technical knowledge of the Daikin Applied Product line, provide global support for any complex product or systems design issues involving these products
• Serve as an ad hoc Daikin Applied Americas factory representative on trouble jobs. Review and diagnose the many unique and diverse systems designs to which these products may be applied
• Clearly and effectively communicate findings of any potential design or systems issues to any combination of engineering, contractor, and service or owner audience.
• Conduct on-the-job and individualized mentoring as the subject matter expert to service technicians and supervisors using adult learning and demonstration principles.
• Train and onboard Technical Support Analysts
• Assists training department with training on new product in a formal setting
• Evaluates and provides resolution to field service quality issues
• Becomes quickly informed of new products, their needs and applications
• Handles special projects and brings them to resolution

What’s in it for you:

• 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:

• 2 year Associates Degree or equivalent from 2 year college degree or technical school
• 7 years of related experience and/or training
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• Bachelor’s degree
• 10+ years of related experience and/or experience

Benefits:

• 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 contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
• Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage
• Short term and long term disability
• 3 weeks of paid time off for new employees + 11 company paid holidays
• Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
• Paid sick time in accordance of the federal, state and local law
• Paid parental leave and tuition reimbursement after 6 months of continuous service

The typical annual base salary for this position ranges from $80,400- $132,800 in Staunton, VA. The range displayed represents the pay range for all positions in the job grade which this position falls. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location.