Customer Support Manager

Trane Technologies • La Crosse, WI

3d • Hybrid

About The Position

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
What’s in it for you:
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what’s possible for a sustainable world.
This Customer Support Manager provides leadership for the Customer Driven Solutions (C.D.S.) support team with a goal of providing consistent, reliable and accurate customer and technical support internally and direct to customers. This leader also is a strategic leader as part of the TRACE Product Growth Team (PGT). Supported tools include all C.D.S developed building design and analysis software products as well as other Trane HVAC software tools. Core responsibilities include staffing, process improvement and development, technology use, and performance reporting for the C.D.S. support center. Close collaboration with other C.D.S. leadership to coordinate staffing in cross-functional roles to balance support, training, and development responsibilities is expected.
Thrive at work and at home:
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, including in support of volunteer and parental leave needs.
Educational and training opportunities through company programs along with tuition assistance and student debt support.
Learn more about our benefits here!
Where is the work:
From Monday to Thursday, work onsite with your colleagues. On Fridays, choose your work location, balancing what your work requires.

Requirements

• Bachelor’s Degree in Engineering, IT, or similar technical discipline and at least 3 years of relevant work experience is required.
• A strong interest in coaching and employee development
• Strong grasp of HVAC products and systems fundamentals required.
• Understand internal group’s various requirements. Anticipates obstacles and makes provisions for overcoming them. Plans courses of action before acting.
• Ensures timely delivery of services or products.
• Provide creative customer support solutions using both existing and newly acquired support tools and methodologies.
• Demonstrates active listening and communications skills. Must be able to articulate and present ideas in a clear, concise and logical manner.
• Communicate with and understand highly-technical subject matter experts and translate material into curriculum for less technical learners.
• Build successful internal and external employee relationships to foster productivity and a sense of urgency that provides superior customer and end-user experiences.

Nice To Haves

• Experience in a customer facing role like customer support, product marketing, product support, applications engineering, or product management preferred.
• Experience with software modeling preferred.
• Experience with support management tools (Zendesk, Salesforce CRM, Oracle Service Cloud etc.) preferred.
• Will be required to successfully complete or have successfully completed the Graduate Training Program in La Crosse.

Responsibilities

• Create and foster an engaging team environment known for developing top technical and customer focused talent for the organization
• Own Customer Support Strategy and inputs into the Product Growth strategy for TRACE.
• Clearly and effectively translate C.D.S. leadership vision and strategy to support processes that deliver a world class support experience.
• Research and implement the use of current technologies, strategies, and practices to make the customer support process more effective while enhancing the customer experience.
• Maintain quality and efficiency metrics for the support center.
• Develop and maintain the support center schedule to assure it is properly resourced within the established business constraints.
• Provide consistent, reliable, and accurate in-depth technical and computer support for internal and external customers via telephone, email, and online support.
• Host and/or lead discussions as a part of customer visits
• Travel for conferences as needed <5%

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, including in support of volunteer and parental leave needs.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager