Technical Support Engineer- Commercial Chiller Equipment

Trane Italia•La Crosse, WI

28d•Hybrid

About The Position

As a Technical Support Engineer, you will provide technical support for the startup, operation and service of Trane Commercial Chiller equipment manufactured in Grand Rapids, MI. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As a Chiller Technical Support Engineer, you will be able to assist technicians in the troubleshooting process utilizing knowledge of water-cooled commercial chillers. Specialists in this role must have vast field experience, giving them the knowledge required to: remotely guide technicians through equipment and describe to them what they are seeing, keep that technician safe by evaluating their skill level, and can confidently determine the best course of action. Will need to demonstrate ability to apply basic electrical theory, knowledge of unit level controls, thermodynamics, and basic refrigeration theory as well as their field experience.

Requirements

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 application.
Operating knowledge of Microsoft office software and working proficiency with handheld computer (i.e. Smartphone, iPad).
Ability to manage support cases within Remedy software.
Excellent written and verbal communication.
Ability to troubleshoot complex refrigeration and electrical systems.
Keeps current on Trane Unitary 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 occasion.
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

10+ years of experience preferred but not required in servicing HVAC equipment and systems.
Associates or Bachelors degree is preferred but not required.
Professionally trained on various Trane equipment.
Additional knowledge of Large Unitary Products and BAS systems would be beneficial but not required.

Responsibilities

Provide Technical Service Support for Trane Field Service Agencies including some travel to work sites when necessary.
Troubleshoot Chillers remotely.
Perform chiller service report and chiller data analysis.
Organize data collected including reports and other records as required to support data driven decision making.
Interact with other Trane functional areas to provide customer support and achieve overall business unit objectives.
Originate solution in the Help Center and/or technically review solutions for problems.
Travel (up to 15%) to jobs to troubleshoot, train, provide field support and support new product development.
Review and direct customer interaction for Trane Chillers.
Assist with root cause analysis and defect resolution.
Author and/or review product literature and assist with training classes.
Be the subject matter expert for one or more chiller component(s)/application(s) and be a resource to internal team members in those areas.
Lead and /or participate as a team member on supporting teams such as field quality problem solving and field service communications.
Ensures quality standards of all technical service operation processes and functions required for execution of work and customer satisfaction.
Participate in Quality Audits, Design review teams, and technology transfers.
Identify field problem trends and provide detailed information to the Quality department relating to field or factory failures for product improvement processes.
Drive quality improvement projects and participate in NPD projects as a voice of the field to ensure adequate serviceability is accounted for in the design process
Provide support to our Mission Critical customers on startups, commissioning and servicing of chillers.
Your scheduled hours may flex to provide support outside normal business hours.
Consider the future goals and current needs of the department and make data informed decisions.