HVAC- Technical Support Engineer

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Job Description

At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Job Summary

In this position as a Technical Support Product Specialist, you will be providing remote technical support for the startup, operation, and service of Trane/American Standard Unitary Commercial equipment. Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians, and administrators. As a Technical Support Product Specialist, you will be able to assist customers in the troubleshooting process utilizing knowledge of various HVAC systems such as: Packaged Rooftop AC units, Unitary Split Systems. Specialists in this role must have vast field experience, giving them the knowledge required to: remotely guide customers through equipment and describe to them what they are seeing, keep that customer safe by evaluating their skill level, and can confidently determine the best course of action. Will need to demonstrate ability to apply basic electrical theory, knowledge of unit level controls, airflow dynamics, and basic refrigeration theory as well as their field experience.

• Candidate must be fluent in French****
  
  

Responsibilities

• Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting on a wide variety of HVAC products
• Uses a variety of resources (experience, literature, people, and problem solving skills) to remotely determine the root cause of an issue and determine the best course of action with the goal of putting the customer first
• On a daily basis, is required to make pivotal decisions regarding the dispensation of company resources in order to resolve a customer issue
• Manages and leverages relationships with manufacturing site teams as well as field offices
• During shift hours, diligently monitors inbound technical support requests and stays in constant contact with those customers until their issues are resolved in a timely and consistent manner
• Responsible for determining the experience level of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their means
• Documents work by following pre-defined procedures and completing documentation of support given
• As a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the company
• Responsible for coordination with internal teams concerning quality escapes, design errors, and Service Alerts or Bulletins
• Participates in New Product Introduction projects as required, specifically focusing on unit serviceability
• Reviews warranty claims against history of technical support provided and makes recommendations as to warranty coverage
• Uses technical support and warranty data to drive 9-step problem solving to reduce common failures
• Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides
  
  

Qualifications

• Bilingual-French and English required.
• Ideal candidate will provide Technical Support activity for the approximate hours of 7:30AM to 4:30pm CST
• 10+ years of experience preferred but not required in servicing HVAC equipment and systems.
• Associates or Bachelors in an Engineering discipline is preferred but not required.
• Professionally trained on various Trane equipment
• Ability to travel up to 10%
• Ability to define problems, collect data, establishes facts, and draw valid conclusions.
• Ability to understand and apply temperature and pressure theories as well and basic electrical theories and application.
• Operating knowledge of Microsoft office software and working proficiency with hand held computer (i.e. Smartphone, iPad).
• Ability to manage support cases within Remedy software
• While performing the duties of this job, the employee is regularly required to sit, type, read, talk, and listen. The employee must be able to meet the physical demands of typical HVAC equipment service routines.
  
  

Key Competencies

• Excellent written and verbal communication.
• Ability to troubleshoot complex refrigeration and electrical systems
• Keeps current on Trane Unitary Light Commercial products concerning installation, operation, maintenance, service, and repair
• Additional knowledge of Large Unitary Products and BAS systems would be beneficial, but not required
• Adaptable and possesses the ability to prioritize multiple high-priority customer cases
• Flexibility to work extended hours on occasion
• Ability to meet short- and long-term deadlines
• Effectively meet the needs of internal and external customers
• Ability to work regularly and dependably
• Ability to function in a team environment
• Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers
• Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment
• Other duties as assigned
  
  

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.

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