Technical support specialist

The HVAC Service Support Specialist provides technical support to contractors, distributors, engineers, and end users for Daikin’s US domestic product lines. Provides pre and post-sales technical support including equipment troubleshooting and applications assistance via telephone and email.

Position Responsibilities may include:

• Provide prompt and courteous responses to calls coming into the Technical Support Center hotline
• Provide pre and post-sales technical support via telephone and email
• Assist Reps, Distributors, and Contractors in troubleshooting and in the application of Daikin equipment, connection ratio, capacity de-rates, and equipment selection
• May conduct virtual modeling for troubleshooting and provide resolution
• Log all calls and incidents into the CRM module to track information by customer, model number, and project
• Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, clearances, piping recommendations based on piping rules, or other information as published in Daikin’s equipment literature.
• Assist the Manager in the distribution of requests for field visits and training to the appropriate Daikin Service Representative
• Follow up on customer inquiries to ensure job completion and job satisfaction
• Provide selection software support
• Help explain control-related questions
• Perform additional projects/duties to support ongoing business needs.

Nature & Scope:

Applies practical knowledge of job area typically obtained through advanced education and work experience. Encouraged to seek continuous improvements. Performs a range of mainly straightforward assignments. Works independently with general supervision. Problems faced are difficult but not typically complex.

Knowledge & Skills:

• Excellent communication and interpersonal skills to interact effectively with diverse client group
• Ability to troubleshoot in-depth service issues via phone
• Ability to read, analyze, and interpret technical business periodicals, professional journals, and technical procedures
• Ability to write reports, business correspondence, and procedure manuals
• Ability to read and edit technical drawings/prints
• Ability to effectively present information and respond to questions from management, clients, and customers
• Ability to work in a technically dominated environment: engineering, contracting, and construction.
• Trades and ability to absorb and commit technical information to knowledge quickly
• Ability to anticipate and solve practical problems and resolve issues
• Self-starter with the ability to work both independently and within a team
• Ability to effectively communicate ideas and properly describe problems and solutions
• Ability to effectively handle multiple tasks, time management, and prioritization skills
• Well-developed planning, organization, analytical, and decision-making skills
• Proficient computer skills, such as Excel and PowerPoint, Word (MS Office)
• Ability to produce clear, timely, and concise documentation and have well-developed problem-solving skills
• Ability to apply good judgment, strong work ethic, and integrity on the job.

Competencies:

Experience: 3-5 years of experience in the HVAC field or a technical support role

Education/Certification: High School Diploma or GED Equivalent Vocational Certification / Degree preferred

People Management: No

Physical Requirements / Work Environment:

Must be able to perform essential responsibilities with or without reasonable accommodations. Required regularly to sit, talk, and listen. Required to stand, walk, use hands to pick up, handle or feel and reach with arms. Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary. Must be able to travel on business occasionally or work beyond normal work hours as necessary. Must be able to lift boxes and/or equipment of up to 30 pounds. Working Conditions – noise level in the work environment is usually quiet to moderate.

Reports To: MANAGER, TECHNICAL SUPPORT CENTER

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes about individuals with disabilities.