Diagnostics Support Engineer

Trane Technologies • Tyler, TX

8d • 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! A sustainable future demands ongoing digital advancement. Our digital solutions team leads the way in developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. Across our brands—including BrainBox AI, Nuvolo, Thermo King, Trane, and more—our teams combine deep technical expertise with advanced analytics to create data-driven solutions that add real value for customers, communities, and the planet.
We invest in tomorrow’s possibilities—and in our people—by providing ongoing learning, mentorship, and opportunities to work with industry-leading technology. Whether you're advancing AI in HVAC or driving analytics for greater efficiency, your ideas will help engineer solutions for stronger communities and a sustainable world.
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 in Tyler, Texas. On Fridays, choose your work location, balancing what your work requires
Job Summary：
We are currently hiring for a Diagnostics Support Engineer role in our Digital Product Support group within Trane Residential HVAC and Supply.
This will be a Tier 3 technical support role, assisting call center personnel with the resolution of difficult cases, requiring analysis and investigation of complex Diagnostics issues through resolution. This role also creates and maintains technical
documentation and customer self-help resources. This position also assists 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

Nice To Haves

• 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

• Assisting 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.
• Support Documentation and Dealer Self-Help Resources
• Prepare online help documentation for new product and feature introductions.
• Maintain and update existing documentation, ensuring it is kept up-to-date.
• Enhance self-help resources in response to identified call/email/ticket activity patterns
• Product Development
• Prioritize and advocate for 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.

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: Mid Level