Service Support Specialist 2

Overview

SERVICE SUPPORT SPECIALIST 2

The Opportunity:

The HVAC Technical Support Specialist provides first contact via phone fielding technical support requests from contractors, distributors, engineers, and end users for Daikin's US domestic product lines. Provide pre and post sales Technical support including equipment troubleshooting and applications assistance via telephone, email and fax.

Responsibilities

May include;

• Provide prompt and courteous response to calls coming into Daikin's Technical Support Center hotline.
• Provide pre and post sales technical support via telephone, 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 Manager in the distribution of requests for field visits and training to the appropriate Daikin Service representative.
• Record all requests for field visits and training in CRM.
• Follow up on customer inquiries to ensure job completion and job satisfaction.
• Provide selection software support.
• Help explain control related questions.
• Perform other related job duties as assigned.

Qualifications

Nature and Scope:

• Takes direction from lead.
• Works within well-defined instructions.

Knowledge and Skills:

• Excellent communication skills 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 able 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.

Experience:

• 3-5 years of experience in HVAC field or in a technical support role

Education:

• High School Diploma or GED Equivalent
• Vocational Certification / Degree preferred

Postal Code

77484