Remote Support Specialist

Trane Italia•Charlotte, NC

2d•$29 - $54•Onsite

About The Position

The Remote Support Specialist is an office-based role within the Service Department, providing customer support through technical expertise in Building Energy Management Systems (BEMS). The role delivers digital service agreements, BAS retrofit projects, small energy projects, and system service while building relationships with building owners and operators through remote issue resolution and assessment. The specialist works with Digital and Intelligent Services, controls and service teams, account managers, and other stakeholders to provide remote solutions and support digital offerings. The position remotely connects to customer sites to monitor building systems, review operational metrics and alarms, troubleshoot connectivity and networking issues, and make small-scale program adjustments or other recommended fixes. It also supports customer IT and cybersecurity connectivity through Trane’s Field IT team in the Southeast region. The role documents actions and findings, prepares reports and recommendations, conducts scheduled connected-building inspections and building surveys, and participates in service-agreement turnover meetings to plan work.

Requirements

High school diploma or equivalent.
Typically 3–5 years of experience in HVAC or controls.
Operating knowledge of Microsoft Office software and working proficiency with a computer, including a laptop or desktop.
Excellent communication skills and ability to interact with people in a wide range of roles.
Strong organizational skills, including the ability to share, organize, and maintain files and documents in a cloud environment according to standard work guidelines.
Knowledge of IP, networking, communications, and cybersecurity, with the ability to assist service and contracting teams with connectivity troubleshooting and participate in customer discussions about IT connectivity and cybersecurity.

Nice To Haves

Technical school education or formal training.

Responsibilities

Deliver customer support for digital service agreements, BAS retrofit projects, small energy projects, and system service.
Develop customer relationships with building owners and operators through remote issue resolution and assessment.
Coordinate with Digital and Intelligent Services, controls and service teams, account managers, and other stakeholders to provide remote solutions.
Remotely connect to customer sites to view and manipulate building system programs.
Monitor building metrics, respond to trouble codes and alarms, check systems for operational integrity, and make small-scale program adjustments.
Communicate with customers and internal personnel as needed, including through phone, email, and Microsoft Teams.
Participate in Trane’s Field IT team to support connectivity and cybersecurity for other team members in the Southeast region.
Troubleshoot connectivity issues and work with customer IT representatives on networking and communications problems.
Summarize findings, develop solutions, communicate with relevant recipients, and perform recommended fixes when able.
Maintain documentation and records of actions according to standard work processes.
Use digital tools to review building and system data, monitor building performance and metrics, and recommend or perform requested optimizations.
Complete scheduled connected-building inspections assigned as part of service contract fulfillment.
Survey HVAC equipment and controls and operational costs, and validate preliminary information with customers.
Participate in new service agreement turnover (TIP) meetings to review Intelligent Service Agreement scope and plan work.
Prepare written reports for customers and internal personnel covering building performance metrics, observations, recommendations, and trouble-log summaries.