Product Assurance Analyst III - HVAC
About The Position
Daikin Applied is hiring a senior technical expert to resolve critical field service cases and provide aftermarket support for new HVAC products. The role partners with Field Service, Engineering, Quality, and Legal to deliver effective resolutions and customer support, particularly during the early stages of product launches (infant care). The analyst leads complex investigations and root cause analysis, develops field fixes and service documentation, and supports the replacement parts database. The position also contributes to continuous improvement, mentors junior team members, and supports technical readiness through Engineering Development Phase reviews and training for Technical Response teams.
Requirements
- Associate degree or equivalent experience; the posting specifies a two-year degree or equivalent from a college or technical school.
- At least 6 years of technical customer support and project management experience.
- Advanced knowledge of commercial HVAC and refrigeration systems.
- Prior experience in a technical service role.
- Experience communicating with clients or internal business partners.
- Genuine enthusiasm for helping customers resolve issues.
- Ability to maintain composure during difficult situations or conversations.
- Excellent critical-thinking and problem-solving skills.
Nice To Haves
- Bachelor's degree or equivalent experience in Mechanical Engineering or an equivalent degree.
Responsibilities
- Serve as the primary technical lead for critical field service cases, working with field technicians, regional service managers, and customers.
- Coordinate with Engineering and Quality to investigate root causes and implement corrective actions for urgent or recurring product failures.
- Escalate high-impact issues and drive resolution within committed SLAs while maintaining customer communication.
- Document case findings, resolution steps, and recommended field actions to support knowledge capture and reuse.
- Support infant care and early field performance monitoring for newly released HVAC products.
- Provide real-time technical feedback on part failures, serviceability concerns, and customer impact.
- Collaborate with Engineering, Field Service, and Quality to develop field fixes, replacement part kits, and service bulletins.
- Liaise between Field Service and internal stakeholders, including Engineering, Quality, and Legal, to support clear communication and accountability for critical escalations.
- Participate in Engineering Development Phase reviews, representing service and aftermarket readiness perspectives.
- Coordinate with Legal to ensure product resolutions align with warranty policies, liability considerations, and regulatory requirements.
- Develop and maintain troubleshooting guides, field bulletins, and root cause reports to help prevent recurrence of known issues.
- Mentor junior analysts and help train Technical Response teams and field service personnel.
- Identify service-case trends and recommend proactive improvements in design, service practices, and parts availability.
- Participate in post-mortem reviews of escalated cases to support systemic resolution and process refinement.
Benefits
- Multiple medical insurance plan options
- Dental and vision insurance
- 401(k) retirement plan with employer match
- Paid time off
- Company-paid holidays
- Paid sick time in accordance with applicable federal, state, and local law
- Tuition reimbursement after 6 months of continuous service
- 10% bonus
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
