NPI Technical Support Analyst III

Make your mark at the world's largest HVAC company Daikin Applied is seeking a talented and eager NPI Technical Support Analyst II who will be responsible for supporting all New Product Introduction (NPI) initiatives. This role has involvement throughout the NPI process and participation in status/review meetings, site visits, product investigation and customer issue resolution. This role will maintain expert level knowledge of all NPI products, provide reports and presentations to TRC, management and applicable teams, and provide prompt, accurate, expert technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of the NPI products. This role will also conduct training sessions in a formal classroom or on the job site in the operations and maintenance of NPI products, promote the collection, fabrication and retention of technical resources for NPI product support, and encourages exceptional product quality in design, manufacturing, application and service. The employee will work with minimal supervision. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor Location: Hybrid, Plymouth, MN What you will do: Build sustainable relationships with all NPI teams and customer accounts through open and interactive communication Prepare and present bi-weekly NPI issue reports to key stakeholders Provide expert-level technical support for new products to sales representatives, customers, and service groups Coordinate with quality, engineering, and manufacturing for issue resolution and product improvement Promptly and accurately enter all NPI-related issues and requests within Salesforce CRM Maintains communication records and necessary paperwork within Salesforce Reflect correct customer and case details with up-to-date information 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, answering questions or providing information with respect to their case status. Identify and assess customers' needs to achieve satisfaction and goes the extra mile to engage customers Thorough specialized and advanced technical knowledge of the Daikin Applied Product line and NPI offerings. Provides global support for any complex product or systems design issues involving these products Serve as an ad hoc Daikin Applied Americas factory representative on trouble jobs. Review and diagnose the many unique and diverse systems design where these products are applied Clearly and effectively communicate findings of any potential design or systems issues to any combination of engineering, contractor, and service or owner audience Conduct on-the-job and individualized mentoring to service technicians and supervisors as the subject matter expert using adult learning and demonstration principles Assists training department with training material review on new products Collects and evaluates statistical data relating to product and component failures Lead product knowledge transfer events and maintain good meeting minutes to train others Travel to related factories, regional sales/service offices, and customer sites Manages special projects and brings them to resolution Manages critical cases to resolution Provide professional communications to all internal and external customers Coordinate with the Legal department when required Participate in all assigned Critical Case weekly meetings Prepares reports/executive summaries for upper management Prepare and train all Technical Support Analysts on NPI products and critical case resolutions What's in it for you: Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more The ability to make an impact and shape your career with a company that is passionate about growth The support f an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best Minimum Qualifications: 2 year Associate Degree or equivalent from college or technical school 7 years in related experience and/or training 10 years related experience and/or HVAC training Travel to Daikin factories and customer sites 30-40 % Work visa sponsorship is not available for this position Required Qualifications: Advanced knowledge of commercial HVAC and refrigeration systems Prior experience working in a technical service role Experience communicating with clients or internal business partners Displays genuine enthusiasm in helping customers resolve issues Maintains composure during difficult situations/conversations Excellent critical thinking and problem-solving skills Ability to interpret business or client needs Outstanding relationship management and interpersonal skills Strong MS Office Suite Skills (Outlook, Visio, Word, PowerPoint and Excel) Preferred Qualifications: Outstanding writing and communication skills with the ability to be persuasive and professional Understands various business functions and impact (finance, Warranty, NPI, Quality) Demonstrate leadership qualities and take ownership of complex HVAC cases LI-AW1 LI-hybrid Equal Opportunity Employment: It is the policy of Daikin Applied to provide equal employment opportunity (EEO) to all persons regardless of race, creed, color, religion, gender, gender identification, sexual orientation, age, national origin, disability, protected veteran status, genetic information, marital status, membership or activity in a local commission, or any other characteristic protected by federal, state or local law.