Technical Support Analyst
Plymouth, MN 
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Job Description

Summary: Provide prompt, accurate technical advice to sales representatives, customers and service groups regarding the application, operation and maintenance of chiller product. Conducts training sessions in a formal classroom or on the job site in the operations and maintenance of chiller products. Promotes the collection, fabrication and retention of technical resources for chiller product support. Encourages exceptional product quality in design, manufacturing, application and service by performing the following duties.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery.

 

Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.

 

Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.

 

Enters commands and observes system functions to verify correct system operation.

 

Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

 

Instructs users in use of equipment, software, and manuals.

 

Recommends or performs minor remedial actions to correct problems.

 

Coordinates activities with help desk, network services, or other information systems groups.

 

Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.

 

Replaces defective or inadequate software packages.

 

Refers major hardware problems to service personnel for correction.

 

 

Competency:

To perform the job successfully, an individual should demonstrate the following competencies :

 

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

 

Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

 

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

 

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments.

 

Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings.

 

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.

 

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Develops realistic action plans.

 

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions ; Uses equipment and materials properly.

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school; five to seven years related experience and/or training; or equivalent combination of education and experience.

 

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

 

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Design software; Internet software; Manufacturing software; Database software and Contact Management systems.

 

Certificates and Licenses:

No certifications needed

 

Supervisory Responsibilities:

This job has no supervisory responsibilities.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is frequently exposed to risk of electrical shock. The employee is occasionally exposed to wet or humid conditions (non-weather);work near moving mechanical parts; work in high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outdoor weather conditions; extreme cold (non-weather);extreme heat (non-weather) and vibration.

The noise level in the work environment is usually loud.

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.

 

 

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

 


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.

 

Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
5 to 7 years
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