Technical Support Controls BAS Analyst II

Make your mark at the world's largest HVAC company

Daikin Applied is seeking a full-time Technical Response Center Analyst II Controls to provide prompt, accurate technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of HVAC equipment. Generates and manages casework through SalesForce.com CRM. Promotes the collection, fabrication and retention of technical resources. Encourages 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 US

What you will do:

• Manages large amounts of incoming calls and emails
• Promptly and accurately enters all incoming requests within Salesforce CRM. Maintains communication records, necessary paperwork within Salesforce
• Reflect correct customer and case details with up-to-date information
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Identify and assess customers' needs to achieve satisfaction and takes the extra mile to engage customers
• Communicates 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 manner
• Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status
• Provide weekly and daily updates and reports of cases status and group metrics
• Provides authorizations for parts warranty request upon identifying quality related opportunities
• Consults and collaborates with Engineering and Manufacturing on quality and product design improvements.
• May provide coaching, and/or mentoring to a subordinate group or staff member
• Write service literature, including flow charts and creates micro videos using Microsoft word
• Works closely with Manager on metrics, service opportunities, and manuals
• Other duties as assigned

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:

• High School diploma
• 5+ years HVAC related experience and/or training
• Strong communication skills - written and oral
• Knowledge of commercial HVAC and BAS systems
• Work Visa sponsorship is not available for this position

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 $73,300- $117,200. 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.

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