Responsable Technique de Compte / Technical Account Manager

Trane Italia•Montreal, QC

52d•Hybrid

About The Position

As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, Trane Technologies is committed to putting the planet first. Sustainability is central to their business, including through Trane® and Thermo King. The digital solutions team is at the forefront of developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. This team, including BrainBox AI, Nuvolo, and others, combines technical expertise with advanced analytics to create data-driven solutions that add real value for customers, communities, and the planet. The Technical Account Manager for Applied HVAC AI will serve as the strategic owner of client accounts, responsible for ensuring the operational health, performance, and value delivery of AI-driven HVAC solutions across customer portfolios. This multifaceted role requires both technical acumen and exceptional relationship-building skills, focusing on proactive account management, continuous system stability, and long-term customer success as buildings evolve.

Requirements

Bachelor’s or advanced degree in mechanical engineering, facility management, HVAC controls, Building Automation
Proven track record in account management or technical support in HVAC systems, building automation, IoT, or AI-driven infrastructure.
Strong analytical, problem-solving, and triage capabilities across multidisciplinary teams.
Outstanding communication and relationship management skills with both customers and internal teams.
Experience with monitoring tools and incident management platforms.
Ability to balance strategic account goals with day-to-day operational excellence in dynamic, unpredictable environments.

Responsibilities

Serve as the primary advocate and trusted advisor for assigned customer accounts, understanding their unique business drivers, challenges, and success metrics.
Build strong, engaged relationships with both technical and executive stakeholders at customer sites.
Develop and execute account plans that align our HVAC AI solutions with customer goals for efficiency, cost savings, and sustainability.
Monitor live sites for connectivity, control logic integrity, and algorithm performance.
Use automated detection tools to identify system degradation and signal issues.
Track and report on KPIs such as uptime, stability, mean time between failures, and incident rates.
Proactively initiate interventions in response to building management system (BMS) updates, equipment modifications, or emerging operational issues.
Lead and coordinate thorough recommissioning or re-onboarding processes to ensure sites consistently operate at optimal performance levels.
Collaborate with onsite teams to identify instability risks and implement corrective actions swiftly.
Maintain continuous oversight of critical system changes, ensuring seamless transitions and minimizing impact on AI-driven HVAC operations.
Serve as the primary owner for production incidents impacting operational performance within your accounts.
Coordinate cross-functional response and remediation efforts involving onboarding, product, support, and customer operations teams.
Liaise directly with customers and engineering teams to facilitate access and changes required for recovery.
Analyze performance drift and recurring issues; drive intelligent triage and root cause analysis for faults and instability.
Define when to escalate to human intervention and when to rely on automation.
Continuously refine processes to minimize alarm fatigue, downtime, and manual intervention.
Collaborate with product and engineering teams to leverage automation that preserves system integrity and optimizes customer experience.
Ensure automation is used strategically to support comfort and operational continuity, while maintaining human oversight.
Regularly communicate performance outcomes and stability metrics in clear, customer-facing reports tailored to each account.
Articulate the value and necessity of operational continuity, demonstrating ROI and sustainability impact to customers and internal teams.
Lead quarterly business reviews and regular performance meetings with customers to ensure alignment and satisfaction.
Act as the dedicated account manager and primary contact for all customer communications related to site health, performance, and lifecycle operations.
Forge lasting partnerships by consistently engaging and supporting customer stakeholders.
Provide expert guidance to customers during operational incidents, quickly mobilizing resolution efforts and keeping stakeholders informed.
Translate technical solutions and system status into actionable insights suited for technical and non-technical audiences.
Proactively inform customers about upcoming changes, seasonal transitions, and technology updates to ensure preparedness and system stability.
Collect customer feedback and advocate internally for continuous improvements and alignment with client needs.
Champion transparency, accountability, and trust in every customer interaction, ensuring high levels of satisfaction and retention.