Diagnostics Support Engineer

Trane Italia•Tyler, TX

1d•$69,600 - $99,015•Hybrid

About The Position

Join Trane Residential HVAC’s Digital Product Support team as a Diagnostic Support Engineer! You will be a Tier 3 technical support engineer, assisting call center personnel in resolving complex cases that require analysis and investigation of diagnostics issues. You will also create and maintain technical documentation and customer self-help resources and assist the engineering team with product development and testing.

Requirements

4+ years of experience serving in design, testing, and technical support roles
4+ years of experience in customer technical support
2+ years of hands-on HVAC experience strongly preferred
1+ year of Trane Diagnostics experience strongly preferred
Bachelor’s degree or relevant technical school preferred

Responsibilities

Assist call center personnel with the resolution of difficult cases
Assess call center activity, identify opportunities for improved performance, prepare call center training materials, and train call center associates in new/improved troubleshooting methods.
Assess call center activity, identify patterns of customer issues, and mitigate root causes of top issues.
Prepare online help documentation for new product and feature introductions.
Maintain and update existing documentation and ensure it is kept up to date.
Enhance self-help resources in response to identified call/email/ticket activity patterns.
Prioritize and advocate for the resolution of customer-facing issues.
Act as the “voice of the customer” and the “voice of the support organization” within new product development teams and activities to ensure reliability, robustness, and supportability are properly considered and vetted throughout the development process.
Collect customer feedback on new products and features and drive resolution/improvements prior to launch as appropriate.