Remote Support Specialist
About The Position
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, 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. Learn about our benefits designed for you to Thrive at work and at home. We boldly go. Where is the work: Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires. RSS On Demand Role – Digital Services Purpose: Essential functions, qualifications, responsibilities, operational practices, and strategic aims for the Remote Support Specialist (RSS) On Demand role within the Digital Services Team.
Requirements
- Comprehensive understanding of Building Automation Systems and HVAC equipment systems.
- Skilled in technical report writing, advanced computer navigation, and proficient in Microsoft Teams, Word, Excel, PowerPoint, and Outlook.
- Solid grasp of database management, IP networking, and BAS protocols such as BACnet, Lon Talk, and Modbus.
- Capable of resolving practical issues and adapting to non-standardized situations.
- Exceptional verbal and written communication skills.
- Demonstrates commitment to superior service for internal and external customers.
- Effective teamwork, customer service, communication, and problem-solving capabilities.
Responsibilities
- Active contributor to the Digital Services Team, delivering remote support across the assigned region.
- Facilitates professional phone and email engagement with external customers and internal departments.
- Completes office tasks such as report writing, attending team meetings, and managing company email communications.
- Conducts remote access to customer sites for troubleshooting, technical support, and system adjustments to BAS.
- Investigates Trane Cloud issues, reviews solutions, and executes recommended fixes where possible.
- Identifies opportunities for Energy Conservation Measures (ECMs), HVAC system upgrades, and system changes. Collaborate with Intelligent Services Engineers and Account Managers.
- Completes building tasks for service agreement customers remotely when applicable.
- Works closely with Account Managers, Project Managers, Account Engineers, field technicians, and customers to develop and evaluate solutions.
- Consistently communicates with customers regarding system performance and recommendations.
- Applies expertise in controls and industry standards to analyze building automation projects.
- Delivers written reports detailing building metrics, recommendations, trouble logs, and observations to customers and internal teams.
- Operates as part of an On-Demand/Immediate Response Team.
- Is dedicated to a primary support area to resolve issues remotely for eligible customers.
- Troubleshoots BAS systems and HVAC controls remotely.
- Validates connectivity via Salesforce and Trane Connect.
- Provides operational guidance and quick fixes.
- Escalates complex issues to advanced support teams.
- Accepts case management requests directly from Resource Coordinators for "connected" customers that are authorized to work directly with the RSS On Demand team.
- Conducts structured intake procedures using Salesforce (when applicable), or regional case management methods, to verify agreement status and connectivity.
- Verifies support status (warranty, billable, other) and documents cases accordingly.
- Notify Account Managers of opportunities through Tech Lead submissions.
- Supports regional platforms such as Trane Cloud, Cloud BMS, CMSA, CBSA, BBAI, and Intelligent Services.
- Reviews building performance; implements system patches and ECMs when appropriate.
- Conducts offset calibration and zone mapping for autonomous control systems.
- Plans regional coverage for holidays and absences based on localized needs.
- Engages in cross-training, cross-regional dispatch, and recurring team meetings to ensure consistent service levels.
- Collaborates with Resource Coordinators and regional service managers to align case management and intake practices.
- Promote a “remote resolution first” approach to enhance efficiency and support the field technician scheduling workload.
- Improve customer outcomes and increase service revenue through expanded remote resolution capabilities.
- Support digital transformation initiatives within the region, prioritizing remote service delivery and building performance optimization.
- Enhance accessibility to RSS On Demand services for qualified direct-access customers via Resource Coordinators, increasing overall regional responsiveness.
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 = up to 8% company contribution.
- 15 vacation days
- 9 paid holidays
- 3 floating holidays
- Sick leave
- Additional options to support volunteer and parental leave.
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
