Controls Support Specialist (HVAC)

Trane Technologies•Fishers, IN

4d•Hybrid

About The Position

Trane Technologies is seeking a Controls Support Specialist for its Digital Services Team. The role supports contract and warranty customers through an on-demand, remote-resolution-first approach, using cloud-based diagnostics to troubleshoot and resolve HVAC and Building Automation Systems (BAS) issues. The position aims to improve customer outcomes, building performance, and field-service efficiency. When an issue requires an onsite visit, the specialist prepares a detailed digital handoff so field technicians have the information and parts needed to respond effectively. The specialist supports and monitors regional digital platforms, reviews building performance, applies patches and firmware upgrades, and performs system optimization activities. The role also manages customer cases, verifies service eligibility and connectivity, communicates with customers, documents findings, and identifies potential service or sales opportunities. Collaboration with technical, account, project, and field teams is central to the position. The role is full-time and hourly. Work is onsite Monday through Thursday, with flexibility to choose the work location on Fridays according to work requirements. It is an on-demand/immediate-response position and is designated safety sensitive.

Requirements

Comprehensive hands-on knowledge of Building Automation Systems and commercial HVAC equipment systems.
Solid understanding of database management, IP networking, and BAS protocols such as BACnet, LonTalk, and Modbus.
High computer literacy and proficiency in technical report writing.
Proficiency with Microsoft Office applications, including Teams, Word, Excel, PowerPoint, and Outlook, and with Salesforce or a CRM platform.
Ability to solve practical technical issues, think critically, and adapt to non-standardized situations.
Excellent written and verbal communication skills and a commitment to high-quality service for internal teams and external customers.
Strong teamwork skills and ability to collaborate across sales, engineering, operations, and dispatch.

Responsibilities

Provide remote technical support and triage for regional customers, prioritizing remote resolution.
Diagnose, troubleshoot, and adjust Building Automation Systems and HVAC controls remotely.
Validate system connectivity using Salesforce and Trane Cloud, and provide fixes and operational guidance.
Escalate issues that cannot be resolved remotely to advanced support teams.
Prepare digital handoffs for field technicians, including issues found, next steps, and parts needed.
Support and monitor regional digital platforms, including Trane Cloud, Cloud BMS, CMSA, CBSA, Brainbox AI, and Intelligent Services.
Review real-time building performance and implement system patches, firmware upgrades, and Energy Conservation Measures.
Perform offset calibrations and zone mapping for autonomous control systems.
Collaborate with Intelligent Services Engineers and Account Managers on HVAC upgrade opportunities and sustainability changes.
Manage direct-access cases received from Resource Coordinators for authorized connected customers.
Verify warranty status, service agreements, and system connectivity through Salesforce or regional equivalents.
Communicate system performance, recommendations, and resolutions to customers.
Document cases and submit potential sales or service expansion opportunities to Account Managers through the Tech Lead program.
Write and deliver data-driven reports covering building metrics, observations, trouble logs, and optimization recommendations.
Partner with Account Managers, Project Managers, Account Engineers, and field staff to design and evaluate client solutions.
Participate in regional meetings, training, and cross-regional dispatch support.
Coordinate coverage for absences and peak demand periods with the Remote Support Team and regional leader.