Make your mark at the world's largest HVAC company

Daikin Applied is now hiring for a Regional Support Analyst for our Technical Response Center (TRC) Staunton, VA

The TRC Regional Support Analyst will be the interface between the Daikin Applied Chiller factory and our Dakin Applied Service and Sales Representatives, Service Authorized Providers, and Joint Venture Partners. The Regional TRC Support Analyst will provide immediate local, advanced, technical support to DAS regional supervisors and senior technicians to enhance service and minimize or shorten any Daikin Applied Product issues experienced by our customers.

Location:

• Remote position. USA East Division Service area (Southeast and Mid-Atlantic).

What's in it for you?

• Make an impact at the world's largest HVAC company!
• We offer our employees a competitive and comprehensive benefits program including Medical, Dental and Vision along with Paid Time Off, a 401K Savings Plan, and much more!
• Work with a group that supports your personal and professional development!
• Focus on one Brand and become an expert in Daikin Chillers

What you will do:

• Customer Support & Research -- up to 80% of role
• Working in a technical call center environment answering approximately 15-30 calls per day (volume tied to season) and 15-30 emails per day from Sales Reps, Contractors, and Daikin Applied Service Team on a variety of issues ranging in complexity which include:
• Conducts training sessions in a formal classroom or on the job site in the operations and maintenance of chiller products
• Visits job sites, consults, directs and trains service techs, owners and sales reps on product application, maintenance and operation
• Visits job sites to diagnose chiller product issues and develop resolutions to those issues
• Assists training department with training on new product in a formal setting
• Special Projects & Leadership -- up to 10% of role
• Handles special projects relating to chiller issues and brings them to resolution
• Helps to train and qualify entry level tech response analysts
• Working closely with manager on metrics, service opportunities, and manuals
• Consults with development engineering regarding product performance and issues
• Assists manufacturing engineering with production and quality product issues
• Writes service bulletins and service procedures
• Collects and evaluates statistical data relating to product and component failures
• Evaluates and provides resolution to field service quality issues
• Becomes quickly informed of new products their needs and applications
• Customer Visits & Training -- up to 10% of role

Qualifications:

Must have:

• Associates degree
• fifteen or more years of related experience and/or training; or equivalent combination of education and experience.
• Demonstrated proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
• Experience communicating with clients or internal business partners
• Demonstrated research and problem-solving skills
• Travel required, up to 40%

Preferred:

• Bachelor's Degree in Engineering or related discipline
• Commercial HVAC industry or related industry experience
• Prior experience working in a Technical Service Desk role
• Experience with relationship management, interpersonal, and problem-solving skills

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