Remote Ctrl Center Specialist (not WFH)

Daikin Comfort•Long Island City, NY

10d•Onsite

About The Position

The Remote-Control Center Specialist supports Daikin’s Remote Monitoring business by commissioning, monitoring, and troubleshooting connected HVAC systems to ensure optimal performance and customer satisfaction. This role provides technical expertise through remote, training, reporting, and stakeholder collaboration. The position also partners with internal teams to improve monitoring solutions, supports sales and service initiatives, and serves as a technical subject matter expert for remote monitoring technologies with a voice to further develop monitoring solutions. May include: Perform onsite and/or remote monitoring commissioning, assist with Remote monitoring commissioning remotely or assist with Remote monitoring network configuration for jobsites. Advice on the setting up of control systems and the commissioning of products including refrigerant charging, addressing, operational data and field settings Maintain working relationship with customer stakeholders including, but not limited to- site owner, maintenance/service team etc., to provide complete satisfaction Perform Remote monitoring commissioning training for internal employees, and on-site for external sales partners Use project management and collaboration platforms such as Jira, Smartsheet, and Microsoft Teams to plan, track, and manage tasks, ensuring on-time delivery of services and reports. Train backup resources in all aspects of Remote monitoring functionality and actions In conjunction with the Field Support Manager, provide information and conduct training sessions pertaining to proper VRV installation techniques, VRV commissioning, controls commissioning and troubleshooting of Daikin indoor units, outdoor units, controls and accessories. Work with internal teams to learn of changes to equipment and assess their impact on the Remote monitoring business. At the same time provide voice-of -customer input to improve Remote monitoring functionality Provide prompt and courteous response to calls coming to Daikin North America’s Remote Monitoring Control Center (DCC). In response to system notifications, troubleshoot operation data from Remote monitoring and provide technical report to customer-within 2 hours of error malfunction and within 8 hours of prediction malfunction Create and review operation reports for Remote monitoring sites. Coordinate with internal Tech Service resource and/or with oversea partner to create and distribute periodic reports to the customers within 7 working days of the end of reporting term Visit critical jobsites and provide technical assistance. Collect and analyze system data from Daikin systems via Daikin’s proprietary Service Checker tool and provide solutions to customers Provide progress with Remote monitoring to management Maintain monthly contact with Remote monitoring site stakeholders to provide complete satisfaction. Help with creating technical literature to promote Remote monitoring business. Participate in Remote monitoring Sales promotion activities as a Remote monitoring technical expert Perform additional duties and tasks as requested by manager or supervisor, demonstrating flexibility and responsiveness to evolving business needs. Understanding the workings of Remote monitoring technology through internal resources and self-study Nature & Scope: Applies advanced knowledge of job area typically obtained through advanced education and work experience Manages projects and processes while working independently and with limited supervision Coaches and reviews the work of lower-level professionals Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions

Requirements

Universal Refrigerant Handling Certification required
Ability to apply knowledge of refrigeration and air conditioning theory and structural layout.
Excellent communication skills and interpersonal skills to interact effectively with diverse client groups
Demonstrated technical skills to explain product functionality to customers
Ability to present technical seminars for customers in conjunction with sales engineers
Proficient computer skills, such as Outlook, Word, Excel, and PowerPoint
Must be able to travel on business or work beyond normal work hours as necessary
Ability to apply good judgment, strong work ethic, and integrity on the job.
Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), plus project management and CRM software such as Jira, Smartsheet, Salesforce, and Asana.
Ability to present technical seminars for customers in conjunction with sales engineers, using modern virtual platforms.
Data-driven mindset with ability to create dashboards, reports, and analytics summaries from multiple software sources.
4+ years of HVAC industry experience preferred

Responsibilities

Perform onsite and/or remote monitoring commissioning, assist with Remote monitoring commissioning remotely or assist with Remote monitoring network configuration for jobsites.
Advice on the setting up of control systems and the commissioning of products including refrigerant charging, addressing, operational data and field settings
Maintain working relationship with customer stakeholders including, but not limited to- site owner, maintenance/service team etc., to provide complete satisfaction
Perform Remote monitoring commissioning training for internal employees, and on-site for external sales partners
Use project management and collaboration platforms such as Jira, Smartsheet, and Microsoft Teams to plan, track, and manage tasks, ensuring on-time delivery of services and reports.
Train backup resources in all aspects of Remote monitoring functionality and actions
In conjunction with the Field Support Manager, provide information and conduct training sessions pertaining to proper VRV installation techniques, VRV commissioning, controls commissioning and troubleshooting of Daikin indoor units, outdoor units, controls and accessories.
Work with internal teams to learn of changes to equipment and assess their impact on the Remote monitoring business. At the same time provide voice-of -customer input to improve Remote monitoring functionality
Provide prompt and courteous response to calls coming to Daikin North America’s Remote Monitoring Control Center (DCC). In response to system notifications, troubleshoot operation data from Remote monitoring and provide technical report to customer-within 2 hours of error malfunction and within 8 hours of prediction malfunction
Create and review operation reports for Remote monitoring sites. Coordinate with internal Tech Service resource and/or with oversea partner to create and distribute periodic reports to the customers within 7 working days of the end of reporting term
Visit critical jobsites and provide technical assistance. Collect and analyze system data from Daikin systems via Daikin’s proprietary Service Checker tool and provide solutions to customers
Provide progress with Remote monitoring to management
Maintain monthly contact with Remote monitoring site stakeholders to provide complete satisfaction.
Help with creating technical literature to promote Remote monitoring business. Participate in Remote monitoring Sales promotion activities as a Remote monitoring technical expert
Perform additional duties and tasks as requested by manager or supervisor, demonstrating flexibility and responsiveness to evolving business needs.
Understanding the workings of Remote monitoring technology through internal resources and self-study