TRC Analyst II - Controls

Daikin - Plymouth, MN

Full-time - Mid Level

Plymouth, MN

Machinery Manufacturing

About the position

The position involves providing prompt and accurate technical advice to sales representatives, customers, and service groups regarding the application, operation, and maintenance of HVAC equipment. The role requires generating and managing casework through the SalesForce.com CRM, ensuring that all incoming requests are entered promptly and accurately. The individual will be responsible for maintaining communication records and necessary paperwork within Salesforce, reflecting correct customer and case details with up-to-date information. Building sustainable relationships and trust with customer accounts through open and interactive communication is essential. The technician will identify and assess customers' needs to achieve satisfaction, taking extra steps to engage customers effectively. They will communicate problem areas to the appropriate parties as needed, ensuring that problems or potential issues are surfaced and corrective actions are taken in a timely manner. Providing ongoing information to customers regarding their case status is also a key responsibility. The role includes providing weekly and daily updates and reports on case status and group metrics, as well as authorizing parts warranty requests upon identifying quality-related opportunities. Additionally, the technician will conduct training sessions, either in a formal classroom setting or on the job site, focusing on product application, operation, and maintenance. Collaboration with Engineering and Manufacturing teams on quality and product design improvements is expected. The role may also involve coaching or mentoring subordinate staff members, writing service literature, including flow charts, and creating micro videos. The technician will work closely with the Manager on metrics, service opportunities, and manuals, and will be expected to perform other duties as assigned.

Responsibilities

• Provide intermediate level HVAC technical support to sales representatives, customers and service groups.
• Manage large amounts of incoming calls and emails.
• Promptly and accurately enter all incoming requests within Salesforce CRM.
• Maintain communication records and 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 take extra steps to engage customers.
• Communicate problem areas to the appropriate parties to ensure timely corrective action.
• Provide ongoing information to customers regarding their case status.
• Provide weekly and daily updates and reports of case status and group metrics.
• Authorize parts warranty requests upon identifying quality-related opportunities.
• Conduct training sessions on product application, operation, and maintenance.
• Consult and collaborate with Engineering and Manufacturing on quality and product design improvements.
• Provide coaching and/or mentoring to subordinate staff members.
• Write service literature, including flow charts, and create micro videos.
• Work closely with Manager on metrics, service opportunities, and manuals.
• Perform other duties as assigned.

Requirements

• Two-year associates or equivalent from a two-year college or HVAC technical degree.
• 5+ years HVAC related experience and/or training.
• Strong communication skills - written and oral.
• Knowledge of commercial HVAC and refrigeration systems.
• Strong problem-solving skills.

Benefits

• 3 weeks of paid vacation time
• 40 hours of sick and safe time
• 11 paid holidays
• Medical, Dental and Vision Insurance plans
• Education Tuition Reimbursement
• Referral Bonus Program
• 401K with Company Match
• Growth Opportunities and more!