Job Description: 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:
* 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 and Requirements:
* 3-5 years of experience in the HVAC field or a technical support role
* High School Diploma or GED Equivalent
* Vocational Certification / Degree
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
Equal Employment Opportunity Statement: The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by law.
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