HVAC Technical Support Analyst II in Plymouth

Location: Remote – Plymouth, MN

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 go the extra mile to engage customers.
• Communicate problem areas to the appropriate parties as the need arises to ensure problems are surfaced and corrective action is taken in a timely manner.
• Provide information to customers on an ongoing basis to answer questions or provide information with respect to their case status.
• Provide weekly and daily updates and reports of case status and group metrics.
• Provide authorizations for parts warranty request upon identifying quality related opportunities.
• Conduct training sessions in a formal classroom or on the job site on product application, operation and maintenance.
• Consult and collaborate with Engineering and Manufacturing on quality and product design improvements.
• May provide coaching and/or mentoring to a subordinate group or staff member.
• Write service literature, including flow charts and create micro videos.
• Work closely with Manager on metrics, service opportunities, and manuals.

Benefits:

• 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 of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best.
• Multiple medical insurance plan options + dental and vision insurance.
• 401K retirement plan with employer match.
• Paid time off and company paid holidays.
• Paid sick time in accordance with the federal, state and local law.
• Tuition reimbursement after 6 months of continuous service.

Minimum Qualifications:

• Associate’s degree or higher – preferably in HVAC or mechanical engineering–related discipline.
• 5+ years of commercial HVAC experience.
• Knowledge of commercial HVAC and refrigeration systems.
• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel).
• Outstanding relationship management and interpersonal skills.

Preferred Qualifications:

• Salesforce CRM experience.
• Bachelor’s Degree.

Compensation:

The typical pay rate for this position ranges from $73,300 - $120,700 in Minnesota. The range displayed represents the pay range for all positions in the job grade which this position(s) fall. Individual hourly pay rate will depend on a wide range of factors including your skills, qualifications, experience, and location.