Technical Support Engineer- Unitary Commercial HVAC

Trane Italia•Waco, TX

31d•Hybrid

About The Position

As a Technical Support Engineer at Trane Technologies, a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation, you will provide technical support for the startup, operation, and service of Trane/American Standard Unitary Commercial equipment. This role requires excellent customer service skills and thorough documentation. You will assist customers remotely in troubleshooting various HVAC systems, including Packaged Rooftop AC units and Unitary Split Systems. Specialists in this role must possess vast field experience to remotely guide customers through equipment, evaluate their skill level for safety, and confidently determine the best course of action. You will need to demonstrate the ability to apply basic electrical theory, knowledge of unit-level controls, airflow dynamics, and basic refrigeration theory, alongside your field experience. The company emphasizes sustainability as central to its business and offers a supportive environment for employees to thrive.

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 in servicing HVAC equipment and systems
Associates or Bachelors in an Engineering discipline
Professionally trained on various Trane equipment
Additional knowledge of Large Unitary Products and BAS systems

Responsibilities

Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting on a wide variety of HVAC 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 with the goal of putting the customer first
On a daily basis, is required to make pivotal decisions regarding the dispensation of company resources in order to resolve a customer issue
Manages and leverages 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 experience level 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
Participates in New Product Introduction projects as required, specifically focusing on unit serviceability
Reviews warranty claims against history of technical support provided and makes recommendations as to warranty coverage
Uses technical support and warranty data to drive 9-step problem solving to reduce common failures
Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides