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Technical Support Specialist

Responsibilities:

May include:

  • Deliver prompt, courteous response to calls coming into Daikin s Service hotline.

  • Assist contractors, installers, distributors, engineers, and end users for Daikin s complete product line with in-depth troubleshooting and in the application of Daikin equipment.

  • Provide direction and material such as submittal drawings, wiring diagrams, capacity tables, piping recommendations, or other information as published in Daikin s equipment literature.

  • Provide selection software support.

  • Explanation of product application and equipment performance related inquiries.

  • Explain and assist with control related questions.

  • Test equipment & controls to verify warranty status.

  • Follow up on inquiries to insure customer satisfaction.

  • Log and organize all calls and cases into the Microsoft Dynamics CRM to track information by customer, model number, and reason for inquiry.

  • Ensure compliance with company policies and procedures, adherence to all company guidelines for professional and ethical conduct.

  • Collaborate with cross-functional teams throughout the organization to execute strategies, manage business risk, ensure adherence to process and to achieve business objectives.

Qualifications

  • Associates or Bachelor s Degree in HVAC or related field preferred.

  • Minimum of 3-5 years of experience in the HVAC field or in a technical support role is required.

  • 4 or more years of experience in the HVAC field, including VRV/VRF technology, providing support for troubleshooting equipment or application of equipment in various vertical markets.

  • 10 or more years of experience in HVAC, including VRV/VRF technology, with strong skills in phone support and instruction in troubleshooting equipment or instruction for vertical market applications and design.

  • Formal Product Training.

  • Commercial HVAC knowledge.

  • Must have troubleshooting experience.
  • Effective coaching and negotiation skills.

  • Tactical and consultative in assessing and persuading.

  • Proficient customer service skills.

  • Excellent communication skills, both verbal and written.

  • Proficiency in Microsoft Office including Word, Excel and PowerPoint.

  • Takes direction from lead & works within well defined instructions.

  • Must be able to perform essential responsibilities with or without reasonable accommodation.

The Company provides equal employment opportunity to all employees and applicants regardless of a person s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.



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