Technical Product Support Engineer

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.

Job Summary:

In this position as an Airside Technical Product Support Engineer, you will be providing remote technical support for the startup, operation, and service of Commercial Catalog/Custom Air Handler equipment, VAV Terminal Air Units, and applicable unit controls.  Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians, and administrators. As an Airside Technical Product Support Engineer, you will be able to assist customers 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 vast field experience, giving them the knowledge required to: remotely guide customers through equipment and describe to them what they are seeing, keep that customer 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, airflow dynamics, and basic refrigeration theory as well as their field experience.

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.

·        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 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.

·        Provides product expertise to warranty claims team as needed.

·        Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides.

Qualifications:

·        Ideal candidate will provide Technical Support activity for the approximate hours of 8:00am to 5:00pm EST

·        5 years of experience preferred but not required in servicing HVAC equipment and systems.

·        Associates or Bachelors in an Engineering discipline is preferred but not required.

·        Professionally trained on various HVAC equipment

·        Ability to travel up to 10%

·        Ability to define problems, collect data, establishes facts, and draw valid conclusions.

·        Ability to understand and apply temperature and pressure theories and 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 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.

Key Competencies:

·        Excellent written and verbal communication.

·        Ability to troubleshoot complex airflow, gas and electric heat, coil function, electrical systems, and associated controls.

·        Keeps current on Trane Air Handler, VAV unit, and coil products concerning installation, operation, maintenance, service, and repair.

·        Additional knowledge of BAS systems would be beneficial, but not required.

·        Adaptable and possesses the ability to prioritize multiple high-priority jobs.

·        Flexibility to work extended hours on occasion.

·        Ability to meet short- and long-term deadlines.

·        Effectively meet the needs of 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 customers.

·        Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment.