Product Assurance Analyst III – HVAC

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Act as the main technical authority for addressing critical field service issues, working closely with field technicians, regional service managers, and clients.

• Collaborate with Engineering and Quality teams to conduct root cause analyses and implement corrective measures for urgent or recurring product failures.

• Appropriately escalate high-impact problems and ensure resolution within agreed-upon SLAs while maintaining effective communication with customers.

• Record findings, resolution processes, and recommended actions for each critical case.

• Support infant care and early performance monitoring for newly launched HVAC products.

• Offer immediate technical feedback on component failures, serviceability issues, and customer impacts.

• Create field fixes, replacement part kits, and service bulletins.

• Serve as a liaison between Field Service and internal teams, including Engineering, Quality, and Legal departments.

• Take part in Engineering Development Phase reviews to represent service and aftermarket readiness perspectives.

• Coordinate with Legal on warranty policies, liability considerations, and regulatory obligations.

• Develop and sustain troubleshooting guides, field bulletins, and root cause analyses reports.

• Mentor junior analysts and assist in the training of Technical Response Teams and field service staff.

• Identify trends from service cases and recommend proactive enhancements in design, service methodologies, and parts availability.

• Engage in post-mortem evaluations of escalated cases for systemic resolution and process improvement.

⛳️ Requirements

• Associate's Degree or equivalent experience.

• Two-year degree or equivalent from a college or technical school.

• Over 6 years of technical customer support and project management experience.

• Advanced understanding of commercial HVAC and refrigeration systems.

• Previous experience in a technical service role.

• Proficient in communicating with clients or internal business partners.

• Genuine passion for assisting customers in resolving issues.

• Ability to maintain composure in challenging situations or conversations.

• Exceptional critical thinking and problem-solving abilities.

• Employment is contingent upon successful completion of pre-employment requirements, including verification of employment history, education, background checks, and drug testing as permitted by law.

• Safety-sensitive positions may require cannabis (marijuana) testing.

🏝️ Benefits

• Various medical insurance plan options, along with dental and vision insurance.

• 401K retirement plan with employer matching.

• Paid time off and company-paid holidays.

• Paid sick leave in compliance with federal, state, and local laws.

• Tuition reimbursement after six months of continuous service.

• 10% bonus.