Technical Product Support Engineer – Unitary

Job not on LinkedIn

🕒 July 8

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $89.6k - $143.7k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Baby Explorer

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2023

👥 B2C

B2C

Baby Explorer is a company name provided in the request but there is no specific information about the company in the supplied text. The provided content is a Cisco support/documentation page unrelated to 'Baby Explorer', and no products, services, or corporate details for Baby Explorer were included. Based solely on the company name (and without additional supporting information), it appears likely to be consumer-facing; further specifics (products, business model, funding, size, etc. ) are unknown from the materials provided.

📋 Description

• 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

🎯 Requirements

• 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, establish facts, and draw valid conclusions • Ability to understand and apply temperature and pressure theories as well as basic electrical theories and application • Operating knowledge of Microsoft office software and working proficiency with handheld computer (i.e. Smartphone, iPad) • Ability to manage support cases within Remedy software

🏖️ Benefits

• Health insurance • 401K match up to 6% • Additional 2% core contribution • 15 vacation days • 9 paid holidays • 3 floating holidays • Sick leave • Educational and training opportunities • Tuition assistance • Student debt support