HVAC Technical Support Analyst II

Join the world's largest HVAC company, named by Forbes as one of America's Best-In-State Employers 2025!

Daikin Applied is hiring a commercial HVAC Technical Support Analyst II! 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 abilit