Technical Support Product Specialist

Do you have a passion for technical support and helping solve customer problems? Trane Technologies is looking to hire a Technical Support Product Specialist. This will be a remote role and part time role.

Part time hours 9:00AM to 2:00pm CST Monday-Thursday (Not to Exceed 20 hours/wk) or the approximate hours of 9:00AM to 3:00pm CST Tuesday-Thursday (Not to Exceed 20 hours/wk).

In this position as a Technical Support Product Specialist, you will be providing remote technical support for the startup, operation, and service of Trane/American Standard Unitary Light Commercial equipment. Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians and administrators.

As a Technical Support Product Specialist you will be able to assist customers in the troubleshooting process utilizing knowledge of various HVAC systems such as: Packaged Rooftop AC units, Unitary Split Systems. Specialists 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
• 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

Qualifications:

• 5 years of experience preferred but not required in servicing HVAC equipment and systems.
• Professionally trained on various Trane equipment.
• Ability to define problems, collect data, establishes facts, and draw valid conclusions.
• Ability to understand and apply temperature and pressure theories as well and basic electrical theories and application.
• Operating knowledge of Microsoft office software and working proficiency with hand held computer (i.e. Smartphone, iPad).
• Ability to manage support cases within Zendesk 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.

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.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.

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