McQuay International

Technical Support Analyst

McQuay International • $80K — $136K *
US-AnywhereRemote in Minnesota, US
Technical Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associates degree or higher in HVAC or mechanical engineering-related discipline
  • 6+ years of commercial HVAC experience
  • Knowledge of commercial HVAC and refrigeration systems
  • Proficiency in MS Office Suite (Outlook, Word, PowerPoint, Excel)
  • Outstanding relationship management and interpersonal skills

Responsibilities

  • Provide intermediate level HVAC technical support to sales representatives, customers, and service groups
  • Manage large volumes of incoming calls and emails
  • Enter all incoming requests within Salesforce CRM promptly and accurately
  • Maintain communication records and necessary paperwork within Salesforce
  • Build sustainable relationships and trust with customer accounts through proactive communication
  • Identify and assess customers' needs to ensure satisfaction
  • Conduct training sessions on product application, operation, and maintenance

Benefits

  • Multiple medical insurance plan options, including dental and vision
  • 401K retirement plan with employer match
  • Paid time off and company-paid holidays
  • Paid sick time as per applicable laws
  • Tuition reimbursement after 6 months of continuous service
Full Job Description
Daikin Applied is hiring a commercial HVAC Technical Support Analyst! The Tech Support Analyst provides prompt, accurate technical advice to sales representatives, DAA customers and service groups regarding the application, operation and maintenance of HVAC equipment. He/She generates and manages casework through SalesForce.com CRM. In addition, the Tech Support Analyst promotes the collection, fabrication and retention of technical resources. In this fast-paced role, he or she will encourage 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 - Plymouth, MN
What you will do:
  • Provide intermediate level HVAC technical support to sales representatives, customers and service groups
  • 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
  • Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance
  • 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 create micro videos
  • Works closely with Manager on metrics, service opportunities, and manuals
What's in it for you:
  • Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more
  • 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:
  • Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
  • 6+ Years of commercial HVAC experience
  • Knowledge of commercial HVAC and refrigeration systems
  • Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
  • Outstanding relationship management and interpersonal skills
Preferred Qualifications:
  • SalesForce CRM experience
  • Bachelor's 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 $80,400.00 - $136,800 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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About McQuay International

McQuay International is a manufacturer of HVAC equipment and solutions. The company was founded in 1933 and is headquartered in Minneapolis, Minnesota. McQuay International offers a range of products including air conditioning units, chillers, and air handling units. The company has operations in North America, Europe, and Asia. McQuay International is a subsidiary of Daikin Industries, Ltd.
Learn more about McQuay International
Size
1,000 employees
Industry
Manufacturing & Automotive
* Ladders Estimates

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