The Product Assurance Analyst III is a senior technical expert responsible for resolving critical field service cases and providing aftermarket support for new HVAC products. This role partners closely with Field Service, Engineering, Quality, and Legal to deliver best-in-class resolution and customer support, particularly during the early stages of product launch (infant care). Key responsibilities include leading complex issue investigations, driving root cause analysis, developing field fixes and service documentation, and supporting the replacement parts database. The analyst also contributes to
continuous improvement initiatives, mentors junior team members, and ensures technical readiness by participating in Engineering Development Phase reviews and training Technical Response teams.
Location: Remote, MN
What you will do:
- Serve as the primary technical lead for resolving critical field service cases, collaborating directly with field technicians, regional service managers, and customers
- Coordinate with Engineering and Quality teams to perform root cause analysis and implement corrective actions for urgent or recurring product failures
- Escalate high-impact issues appropriately and drive resolution within committed SLAs while maintaining strong customer communication
- Document findings, resolution steps, and recommended field actions for each critical case, ensuring knowledge capture and reuse
- Actively support infant care and early field performance monitoring for newly released HVAC products
- Provide real-time technical feedback on part failures, serviceability concerns, and customer impact
- Collaborate with Engineering, Field Service, and Quality to develop field fixes, replacement part kits, and service bulletins
- Act as a liaison between Field Service and internal stakeholders (Engineering, Quality, Legal), ensuring clear communication and accountability for critical escalations
- Participate in Engineering Development Phase reviews to represent service and aftermarket readiness perspectives
- Coordinate with Legal to ensure product resolutions align with warranty policies, liability considerations, and regulatory requirements
- Develop and maintain troubleshooting guides, field bulletins, and root cause reports to prevent recurrence of known issues
- Mentor junior analysts and assist in training Technical Response Teams and field service personnel
- Identify trends from service cases and recommend proactive improvements in design, service practices, and parts availability
- Participate in post-mortem reviews of escalated cases to ensure systemic resolution and process refinement
Minimum Qualifications:
- Associate's Degree or Equivalent Experience Two-year degree or equivalent from college or technical school
- 6+ years Technical customer support and project management
- Advanced knowledge of commercial HVAC and refrigeration systems
- Prior experience working in a technical service role
- Experience communicating with clients or internal business partners
- Displays genuine enthusiasm in helping customers resolve issues
- Maintains composure during difficult situations/conversations
- Excellent critical thinking and problem-solving skills
Preferred Qualifications:
- Bachelor's Degree or Equivalent Experience Mechanical Engineering or Equivalent Degree
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 match
- Paid time off and company paid holidays
- Paid sick time in accordance with the federal, state and local law
- Tuition Reimbursement after 6 months of continuous service
The typical pay rate for the position ranges from $80,400 - $136,800 + 10% bonus in Minnesota. The range displayed represents the pay range for all positions in the job grade which this position(s) fall. Individual hourly pay rate will depend on a wide range of factors including your skills, qualifications, experience, and location.
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