Technical Product Support Engineer

🔥 5 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $105.2k - $146.7k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Trane Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

⚡ Energy

🤝 B2B

Manufacturing • Energy • B2B

Trane Technologies is a global industrial company that designs, manufactures and services HVAC, refrigeration and building systems and controls, focusing on energy-efficient climate solutions and sustainability. The company supplies commercial and industrial customers with equipment, controls and field services, operates manufacturing and supply-chain operations worldwide, and emphasizes reducing customers' carbon footprint through initiatives such as its 2030 commitments and the Gigaton Challenge.

📋 Description

• Assist customers remotely through startup, operation, and diagnosis/troubleshooting of a wide variety of HVAC products • Determine root causes and best courses of action using experience, literature, people, and problem-solving skills • Make daily decisions about company resources needed to resolve customer issues • Manage relationships with manufacturing site teams and field offices • Monitor inbound technical support requests and maintain contact with customers until issues are resolved • Evaluate customer experience levels to ensure safe troubleshooting guidance • Document support work using predefined procedures • Create standard work and document solutions for internal and external use • Coordinate with internal teams on quality escapes, design errors, and Service Alerts or Bulletins • Participate in New Product Introduction projects, focusing on unit serviceability • Review warranty claims and recommend warranty coverage • Use technical support and warranty data for 9-step problem solving to reduce common failures • Create technical literature and end-user equipment startup guide content

🎯 Requirements

• 12+ years of experience in servicing HVAC equipment and systems preferred but not required • Associate's or Bachelor's degree in an Engineering discipline preferred but not required • Professional training 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, pressure, and basic electrical theories • Operating knowledge of Microsoft Office • Working proficiency with handheld computers such as smartphones and iPads • Ability to manage support cases in Zendesk • Excellent written and verbal communication • Ability to troubleshoot complex refrigeration and electrical systems • Current knowledge of Trane Unitary Light Commercial products, including installation, operation, maintenance, service, and repair • Additional knowledge of Large Unitary Products and BAS systems beneficial but not required • Ability to prioritize multiple high-priority customer cases • Flexibility to work extended hours occasionally • Ability to meet short- and long-term deadlines • Ability to meet the needs of internal and external customers • Ability to work regularly and dependably • Ability to function in a team environment • Ability to cope with stress and maintain a pleasant, cooperative temperament • Ability to make decisions, learn, think rationally, and exercise good judgment

🏖️ Benefits

• Health insurance for you and your family, effective Day One • Holistic wellness programs with generous incentives • Fertility coverage • Adoption and surrogacy assistance • 401(k) match up to 6%, plus an additional 2% core contribution (up to 8% company contribution) • 15 vacation days • 9 paid holidays • 3 floating holidays • Sick leave • Volunteer leave options • Parental leave options • Educational and training opportunities through company programs • Tuition assistance • Student debt support • Flexibility to help balance life’s demands