TECHNICAL SUPPORT SPECIALIST

Job Description

Job Description

The HVAC Service Support Specialist provides technical support to contractors, distributors, engineers, and end users for Daikin’s US domestic product lines.  Provides pre and post-sales technical support including equipment troubleshooting and applications assistance via telephone and email.

Position Responsibilities may include :

• Provide prompt and courteous responses to calls coming into the Technical Support Center hotline
• Provide pre and post-sales technical support via telephone and 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 the Manager in the distribution of requests for field visits and training to the appropriate Daikin Service Representative
• Follow up on customer inquiries to ensure job completion and job satisfaction
• Provide selection software support
• Help explain control-related questions
• Perform additional projects / duties to support ongoing business needs.

Nature & Scope :

Knowledge & Skills :

Competencies : Experience :

Education / Certification :

People Management : No

Physical Requirements / Work Environment :

Reports To :

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 about individuals with disabilities.