Technical Support Engineer

Trane Technologies•Lexington, KY

1d•$75,000 - $131,850•Remote

About The Position

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go. What’s in it for you: Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? As a Technical Product Support Engineer, you will provide technical support for the startup, operation, and service of Trane Commercial Catalog/Custom Air Handling equipment, which includes various Data Center AHUs, VAV Terminal Air Units, and applicable unit controls. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As an Airside Technical Support Engineer, you will be able to assist technicians in the troubleshooting process utilizing knowledge of 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 have extensive field experience, giving them the knowledge required to remotely guide customers through equipment and describe what they are seeing, keep customers safe by evaluating their skill level, and confidently determine the best course of action. Will need to demonstrate an ability to apply basic electrical theory, unit-level controls, airflow dynamics, and basic refrigeration theory, as well as their field experience.

Requirements

5+ 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.
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)
While performing the duties of this job, the employee is regularly required to sit, type, read, talk, and listen.
The employee must be able to meet the physical demands of typical HVAC equipment service routines.
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

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.
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 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.

Benefits

Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
Family building benefits include fertility coverage and adoption/surrogacy assistance.
401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
Paid time off, including in support of volunteer and parental leave needs.
Educational and training opportunities through company programs, along with tuition assistance and student debt support.

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