HVAC Technical Support Engineer — Field Diagnostics

CFO Trane U.S. Inc.-CFO

South Carolina

Hybrid

USD 90,000 - 125,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

401K match

Tuition assistance

Paid time off

Family building benefits

Job summary

Trane Technologies is seeking a Technical Product Support Engineer to provide remote startup, operation, and troubleshooting support for Trane scroll chillers. Strong customer service and documentation skills are required to communicate effectively with customers, technicians, and administrators.

The candidate should be proficient with Carel and Symbio control platforms, BACnet, and have field experience with HVAC equipment.

Qualifications

12+ 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 Trane equipment.
Ability to travel up to 20%.
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 Zendesk software.

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 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, create 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.