Phone Based Technical Support Engineer

trane technologies • Noblesville, IN

1d • $47,310 - $66,465 • Hybrid

About The Position

Trane in Noblesville, IN is hiring for a Phone Based Technical Support Engineer to join our team. In this role, you will provide complex technical support and assistance to customers via email, phone, and/or other remote methods. You will respond to customer inquiries on organizational products and services, including installation, operational functions, and maintenance. You will provide customers with guidance and direction to support troubleshooting, preventive maintenance and problem-solving recommendations for electro-mechanical, refrigeration and integrated systems to improve product usability, up-time, performance, and customer satisfaction. You will accurately, and with great detail, document customer interactions including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions. You will possess a strong understanding of the organization's products and services, good customer service skills and the ability to negotiate with multiple levels of customers. You will evaluate customer needs and work with Engineering team members as necessary to influence product improvements and enhancements. These team members are empowered to resolve all issues and escalation expectations are to be only rare cases.

Requirements

• 3-5 years related work experience (technical service, refrigeration (Cascade a plus), electronics).
• High school diploma (AS/BS in EET, MET or other technical discipline preferred).
• Proficient in Microsoft Office Suite.
• Ability to promote collaboration and teamwork inside/outside the department to reach common goals; open to and solicits diverse views and opinions from others; breaks down barriers to builds consensus.
• Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipates and provides solutions to customer needs; gives high priority to customer satisfaction.
• Ability to apply technical knowledge in identifying cause-effect relationships that drive to effective problem resolution.
• Ability to promote and identify process improvements in the work environment, actively seeking to make things better.
• Ability to actively partner with Level 1 Techs to provide them with pertinent information, techniques, instruction, feedback and encouragement to maximize their success on the job.

Nice To Haves

• FourthShift and Microsoft CRM preferred.

Responsibilities

• Promotes Life Science Solutions values as demonstrated in personal productivity and quality of work, management of internal/external relationships, actively seeking out and participating in Continuous Improvement practices, and willingness to engage and support team initiatives.
• Directly/indirectly communicates with Life Science Solutions customers and distributors worldwide regarding product failures and complaints via telephone, fax, and email.
• Document customer communication and root cause analysis.
• Manage open events to ensure customer satisfaction.
• Works with outside service and distribution partners for support of products both in and out of warranty.
• Provide assistance and guidance to Level 1 technicians.
• Other duties/responsibilities and projects as assigned (i.e. product updates).

Benefits

• Health insurance
• Holistic wellness programs with generous incentives
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• 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
• Education Level: Associate degree