Technical Support Engineer- Airside

Trane Italia • Lexington, KY

27d • Remote

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. This role contributes to that mission by providing technical support for the startup, operation, and service of Trane Commercial Catalog/Custom Air Handling equipment, including Data Center AHUs, VAV Terminal Air Units, and applicable unit controls. The position requires excellent customer service skills and thorough documentation when communicating with customers, technicians, and administrators. As an Airside Technical Support Engineer, you will assist technicians in troubleshooting various HVAC systems such as Indoor and Outdoor air handlers, Gas and Electric Heat, coil circuiting and operation, VAV terminal air units, and unit applied controls. Engineers in this role must possess extensive field experience to remotely guide customers through equipment, ensure their safety by evaluating skill levels, and confidently determine the best course of action. The role demands the ability to apply basic electrical theory, unit-level controls, airflow dynamics, and basic refrigeration theory, alongside practical field experience.

Requirements

• 5+ years of experience preferred but not required in servicing HVAC equipment and systems.
• Professionally trained on various Trane equipment.
• Ability to travel up to 10%.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to understand and apply temperature and pressure theories as well as basic electrical theories and applications.
• Operating knowledge of Microsoft office software and working proficiency with a handheld computer (i.e. Smartphone, iPad).
• Ability to manage support cases within Zendesk (Customer Support Software).
• Excellent written and verbal communication.
• Ability to troubleshoot complex refrigeration and electrical systems.
• Keeps current on Trane Airside & Terminal Commercial products concerning installation, operation, maintenance, service, and repair.
• Adaptable and possesses the ability to prioritize multiple high-priority customer cases.
• Flexibility to work extended hours on occasionally, when jobsite travel or remote support is required for our customers.
• Ability to meet short- and long-term deadlines.
• Effectively meet the needs of internal and external customers.
• Ability to work regularly and dependably.
• Ability to function in a team environment.
• Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers.
• Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment.

Nice To Haves

• Associates or Bachelors degree is preferred but not required.
• Additional knowledge of BAS systems would be beneficial but not required.

Responsibilities

• Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting of a wide variety of HVAC Airside & Terminal products.
• Uses a variety of resources (experience, literature, people, and problem-solving skills) to remotely determine the root cause of an issue and determine the best course of action to put the customer first.
• Daily, required to make pivotal decisions regarding the dispensation of company resources to resolve customer issues.
• Manage and leverage relationships with manufacturing site teams as well as field offices.
• During shift hours, diligently monitors inbound technical support requests and stays in constant contact with those customers until their issues are resolved in a timely and consistent manner.
• Responsible for determining the level of experience of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their means.
• Documents work by following pre-defined procedures and completing documentation of support given.
• As a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the company.
• Responsible for coordination with internal teams concerning quality escapes, design errors, and Service Alerts or Bulletins.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed