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 seeking an HVAC Technical Support Analyst II! In this challenging and fast paced role, you will provide prompt, accurate technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of HVAC equipment. In addition, you will generate and manage general casework through SalesForce.com CRM. Additionally, you will promote the collection, fabrication and retention of technical resources. As part of a high performing team, you will play a role in promoting 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 creates micro videos
• Works closely with Manager on metrics, service opportunities, and manuals

Minimum Qualifications:

• Associates Degree (or equivalent experience) in a technical field
• 5+ Years of HVAC related experience or training
• Knowledge of commercial HVAC and refrigeration systems
• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
• Ability to provide excellent level of customer service
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• Bachelor's Degree in STEM field
• Salesforce experience
• Strong Interpersonal Skills

Benefits:

• 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 pay range for all positions in the job grade which this position falls is $73,300 to $117,200. Typical compenstion for this position falls within the middle of this range. This role is not eligible for bonus compensation. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location.
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