Technical Service Representative

Daikin • West Hills, CA

20h • Onsite

About The Position

Venstar, a subsidiary of Daikin Comfort Technologies, is seeking a Technical Service Representative for our West Hills, California branch operations group. We are looking for a customer-focused Support Specialist to join our team. You will be responsible for taking support calls and emails from residential and commercial users of our line of simple thermostats, smart (wifi enabled) thermostats and our web-enabled Energy Management System. Strong communication skills, working well in a team and striving to always provide a good customer experience are necessary for this position.

Requirements

• Excellent communication and interpersonal skills.
• Ability to troubleshoot in depth service issues via phone.
• At least an intermediate proficiency level in Excel, Word and PowerPoint.
• Comfortable with using web applications including browsers and Customer Relationship Management software.
• Comfortable with using a hard (physical device) or a soft (via desktop computer) phone system.
• Ability to effectively present information and respond to questions from management and customers.
• Ability to work in a technically dominated environment: engineering, contracting and construction.
• Self-starter with the ability to work both independently and within a team.
• Ability to effectively communicate ideas and properly describe problems and solutions.
• Ability to effectively handle multiple tasks, time management and prioritization skills.
• Well-developed planning, organization, analytical, and decision-making skills
• Ability to produce clear, timely and concise documentation and have well-developed problem-solving skills
• 1 year of experience in a technical support role or HVAC background preferred
• High School Diploma or GED Equivalent

Nice To Haves

• Vocational Certification / Degree preferred

Responsibilities

• Provide prompt and courteous response to calls coming into the Technical Support Center phone system.
• Guide customers by providing clear and concise instructions to resolve technical problems or how to use the product.
• Log all calls and incidents into the CRM module to track information and assist follow up by other team members.
• May conduct virtual modeling for troubleshooting and provide resolution
• Help explain control related questions
• Use scripts when applicable to address common support tasks.
• Collaborate with other team members to solve issues before escalation to other channels.
• May attend specialized training to become more expert in specific equipment lines
• Keep up to date on new models, new features and wifi equipment.
• Collaborate with team members to share successful troubleshooting techniques.
• Provide recommendations on selecting the proper thermostat, wiring and HVAC equipment compatibility.
• Guide customers on installation and use of various mobile and web applications
• Identify opportunities to improve all aspects of the customer support experience.
• Perform other related job duties as assigned

Benefits

• equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED