Technical Support Engineer

Trane Technologies is a leader in creating innovative climate solutions for buildings, homes, and transportation. As a Technical Support Engineer, you will provide technical support for Trane Commercial Chiller equipment, assist technicians in troubleshooting, and ensure customer satisfaction through effective communication and problem-solving.

Responsibilities:

• Provide Technical Service Support for Trane Field Service Agencies including some travel to work sites when necessary
• Troubleshoot Chillers remotely
• Perform chiller service report and chiller data analysis. Organize data collected including reports and other records as required to support data driven decision making
• Interact with other Trane functional areas to provide customer support and achieve overall business unit objectives
• Originate solution in the Help Center and/or technically review solutions for problems
• Travel (up to 15%) to jobs to troubleshoot, train, provide field support and support new product development
• Review and direct customer interaction for Trane Chillers
• Assist with root cause analysis and defect resolution
• Author and/or review product literature and assist with training classes
• Be the subject matter expert for one or more chiller component(s)/application(s) and be a resource to internal team members in those areas
• Lead and /or participate as a team member on supporting teams such as field quality problem solving and field service communications
• Ensures quality standards of all technical service operation processes and functions required for execution of work and customer satisfaction
• Participate in Quality Audits, Design review teams, and technology transfers
• Identify field problem trends and provide detailed information to the Quality department relating to field or factory failures for product improvement processes
• Drive quality improvement projects and participate in NPD projects as a voice of the field to ensure adequate serviceability is accounted for in the design process
• Provide support to our Mission Critical customers on startups, commissioning and servicing of chillers. Your scheduled hours may flex to provide support outside normal business hours
• Consider the future goals and current needs of the department and make data informed decisions

Requirements:

• Excellent customer service skills and documentation of work performed
• 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
• 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
• Excellent written and verbal communication
• Ability to troubleshoot complex refrigeration and electrical systems
• Keeps current on Trane Unitary Commercial products concerning installation, operation, maintenance, service, and repair
• 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
• 10+ years of experience preferred but not required in servicing HVAC equipment and systems
• Associates or Bachelors degree is preferred but not required
• Professionally trained on various Trane equipment
• Additional knowledge of Large Unitary Products and BAS systems would be beneficial but not required