Daikin
NPI Technical Support Analyst III
Daikin, Minneapolis, Minnesota, United States, 55400
Job Description
Make your mark at the world's largest HVAC company
Daikin Applied is seeking a talented and eager
NPI Technical Support Analyst III
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 p rovide 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 communicationPrepare and present bi-weekly NPI issue reports to key stakeholdersProvide expert-level technical support for new products to sales representatives, customers, and service groupsCoordinate with quality, engineering, and manufacturing for issue resolution and product improvementPromptly and accurately enter all NPI-related issues and requests within Salesforce CRMMaintains communication records and necessary paperwork within SalesforceReflect correct customer and case details with up-to-date informationCommunicates 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 mannerProvides 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 customersThorough 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 productsServe 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 appliedClearly and effectively communicate findings of any potential design or systems issues to any combination of engineering, contractor, and service or owner audienceConduct on-the-job and individualized mentoring to service technicians and supervisors as the subject matter expert using adult learning and demonstration principlesAssists training department with training material review on new productsCollects and evaluates statistical data relating to product and component failuresLead product knowledge transfer events and maintain good meeting minutes to train othersTravel to related factories, regional sales/service offices, and customer sitesManages special projects and brings them to resolutionManages critical cases to resolutionProvide professional communications to all internal and external customersCoordinate with the Legal department when requiredParticipate in all assigned Critical Case weekly meetingsPrepares reports/executive summaries for upper managementPrepare and train all Technical Support Analysts on NPI products and critical case resolutionsWhat's in it for you:
Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much moreThe ability to make an impact and shape your career with a company that is passionate about growthThe support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our bestMinimum Qualifications:
2 year Associate Degree or equivalent from college or technical school7+ years in related experience and/or training10+ years related experience and/or HVAC trainingTravel to Daikin factories and customer sites 30-40 %Work visa sponsorship is not available for this positionRequired Qualifications:
Advanced knowledge of commercial HVAC and refrigeration systemsPrior experience working in a technical service roleExperience communicating with clients or internal business partnersDisplays genuine enthusiasm in helping customers resolve issuesMaintains composure during difficult situations/conversationsExcellent critical thinking and problem-solving skillsAbility to interpret business or client needsOutstanding relationship management and interpersonal skill sStrong MS Office Suite Skills (Outlook, Visio, Word, PowerPoint and Excel)Preferred Qualifications:
Outstanding writing and communication skills with the ability to be persuasive and professionalUnderstands various business functions and impact (finance, Warranty, NPI, Quality)Demonstrate leadership qualities and take ownership of complex HVAC cases
#LI-AW1
#LI-hybrid
Make your mark at the world's largest HVAC company
Daikin Applied is seeking a talented and eager
NPI Technical Support Analyst III
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 p rovide 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 communicationPrepare and present bi-weekly NPI issue reports to key stakeholdersProvide expert-level technical support for new products to sales representatives, customers, and service groupsCoordinate with quality, engineering, and manufacturing for issue resolution and product improvementPromptly and accurately enter all NPI-related issues and requests within Salesforce CRMMaintains communication records and necessary paperwork within SalesforceReflect correct customer and case details with up-to-date informationCommunicates 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 mannerProvides 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 customersThorough 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 productsServe 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 appliedClearly and effectively communicate findings of any potential design or systems issues to any combination of engineering, contractor, and service or owner audienceConduct on-the-job and individualized mentoring to service technicians and supervisors as the subject matter expert using adult learning and demonstration principlesAssists training department with training material review on new productsCollects and evaluates statistical data relating to product and component failuresLead product knowledge transfer events and maintain good meeting minutes to train othersTravel to related factories, regional sales/service offices, and customer sitesManages special projects and brings them to resolutionManages critical cases to resolutionProvide professional communications to all internal and external customersCoordinate with the Legal department when requiredParticipate in all assigned Critical Case weekly meetingsPrepares reports/executive summaries for upper managementPrepare and train all Technical Support Analysts on NPI products and critical case resolutionsWhat's in it for you:
Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much moreThe ability to make an impact and shape your career with a company that is passionate about growthThe support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our bestMinimum Qualifications:
2 year Associate Degree or equivalent from college or technical school7+ years in related experience and/or training10+ years related experience and/or HVAC trainingTravel to Daikin factories and customer sites 30-40 %Work visa sponsorship is not available for this positionRequired Qualifications:
Advanced knowledge of commercial HVAC and refrigeration systemsPrior experience working in a technical service roleExperience communicating with clients or internal business partnersDisplays genuine enthusiasm in helping customers resolve issuesMaintains composure during difficult situations/conversationsExcellent critical thinking and problem-solving skillsAbility to interpret business or client needsOutstanding relationship management and interpersonal skill sStrong MS Office Suite Skills (Outlook, Visio, Word, PowerPoint and Excel)Preferred Qualifications:
Outstanding writing and communication skills with the ability to be persuasive and professionalUnderstands various business functions and impact (finance, Warranty, NPI, Quality)Demonstrate leadership qualities and take ownership of complex HVAC cases
#LI-AW1
#LI-hybrid