Technical Product Support Engineer- Scroll Chillers

Trane Italia; Newberry (SC); Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Wellness programs

Fertility coverage

Adoption assistance

Paid time off

401K match

Tuition assistance

Job summary

Trane Technologies is seeking a Technical Product Support Engineer to provide remote startup, operation, and troubleshooting assistance for Trane HVAC equipment. You will communicate with customers, technicians, and internal teams, applying electrical and refrigeration theory while guiding them through diagnostics.

You will collaborate with manufacturing site teams, document work, and develop standard solutions for internal and external use, while ensuring safety and exceptional service during

Qualifications

• Experience in servicing HVAC equipment and systems preferred.
• Engineering degree or equivalent preferred.
• Ability to travel up to 20% and communicate effectively.

Responsibilities

• Assist customers remotely through startup, operation, and diagnosis of HVAC products.
• Determine root causes using available resources and communicate best action to customers.
• Make pivotal decisions on resource allocation to resolve customer issues.
• Coordinate with manufacturing site teams and field offices for support.
• Monitor inbound technical requests and maintain customer contact until resolution.

Skills

HVAC systems

Remote support

Zendesk

Customer service

Documentation

Electrical theory

Troubleshooting

Travel up to 20%

Education

Engineering degree

Tools

Microsoft Office

Handheld devices

Job description

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it’s our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, 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? If the answer is yes, we invite you to consider joining us in boldly challenging what’s possible for a sustainable world.

Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where is the work:

Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.

What’s in it for you:
In this position as a Technical Product Support Engineer, you will be providing technical support for the startup, operation, and service of Trane scroll chillers.

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 Product Support Engineer,you will be able to assist customers in the troubleshooting process utilizing knowledge of various HVAC systems such as: Air-cooled and water-cooled chillers, Thermafit, Polytherm, CGAM and ACSA/ACXA.

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.

Preferred candidate should demonstrate strong proficiency with Carel and Symbio control platforms, with some expertise in BACnet controls, system integration, startup, and troubleshooting.

What you will do:

• 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, 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

What you will bring:

• 12+ years of experience preferred but not requiredin 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

Annual Base Salary Range or Hourly Base Pay Range:

$89,585.00 - $124,950.00

Compensation Type:

Salary

Incentive Eligible:

No

Sales Commission Eligible:

No

Disclaimer : We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• 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.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary by site as well as Collective Bargaining Agreements and local/state regulations

Safety Sensitive Role:

No

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

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.