System Analyst, Level 5

May include:

• Effectively communicate with distributors, dealers, homeowners, vendors, and company personnel.
• Manage a high volume of requests and directions.
• Research dealer and distributor warranty usage and communicate to all levels of management and customers.
• Create scorecards containing metrics quantifying dealer/distributor behavior.
• Pull detailed reports from SQL Server.
• Use Excel, R, Python… to manipulate and explore data.
• Provide detailed data analysis and recommendations to customers, senior management and internal customers.
• Provide analysis as to the financial impact of decisions and propose modifications in order to facilitate reductions in warranty claims.
• Work with Quality and Tech. Services to investigate, understand and categorize dealer technical competency.
• Analyze, track, quantify, and report warranty trends.
• Manage and report key metrics in support of the yearly financial goals.
• Support Internal Audit with research, data, and reporting when fraud investigations occur.
• Reduce standard and extended warranty spend in the business unit through effective utilization and application of data analysis and predictive models, improving employee efficiency and engagement.
• Work in cooperation with corporate IT resources to continue to improve Warranty Express and SMP reporting capability and functionality.
• Provide system requirements and system testing to meet needs of organization.
• Interact directly with both external and internal customers to receive research and resolve warranty issues presented.
• Coordinate and communicate directly with other departments.
• Provide management with support and guidance regarding warranty transactions, including but not limited to:
  • Understand what equipment/parts are under warranty;
  • Knowledgeable about the scope of the warranties that apply to all equipment and parts;
  • Knowledgeable about the warranty term/period that is applicable for all equipment and part; and
  • Understand and interpret the warranty requirements and procedures specified in each vendor contract and implement procedures to comply with requirements.

Nature and Scope

• Works independently within general guidelines and goals.
• Is a change agent for the organization in words and actions.

Knowledge and Skills

• Effective communication skills.
• 5 years of experience with MS SSMS, with a strong working knowledge of TSQL, functions and stored procedures.
• Experience in one or more of the following: Alteryx, R, Python, Matlab, Julia, SAS, Ruby. The emphasis here is using these languages to interact with data.
• Knowledge and use of PowerPoint, Excel, Word and Outlook.
• Demonstrated experience managing customer relationships in a complex, fast-paced environment including the demonstrated ability to directly communicate with customers.
• In-depth knowledge of warranties and warranty programs and procedures (e.g., reclamation of warranty, warranty costing and warranty tracking).
• Good technical writing and presentation skills.
• Must be extremely organized and detail oriented.
• Strong analytical and problem-solving skills.

Experience

• Ideally 3 years of warranty experience in a manufacturing environment, but data science experience and critical thinking skills are more important.

Education

• Bachelor's Degree or higher

Physical Requirements / Working Environment

• Must be able to perform essential responsibilities with or without reasonable accommodations.

Daikin Comfort Technologies North America, Inc. provides 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. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.