Technical Product Support Engineer – Unitary

🔥 2 hours ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $89.6k - $143.7k / 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

• 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

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE! • Family building benefits include fertility coverage and adoption/surrogacy assistance. • 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution. • Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave. • Educational and training opportunities through company programs along with tuition assistance and student debt support.