Technical Support Engineer (Airside)- Remote

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Where is the work:

As aTechnical Support Engineer, you will providetechnical 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 knowledgeof 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.

What you will do:

• 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.
• Manage and leverage 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.

What you will bring:

• 5+ years of experience preferred but not requiredin 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.

Key Competencies:

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

Annual Base Salary Range or Hourly Base Pay Range:

Compensation Type:

Incentive Eligible:

Sales Commission Eligible:

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.

Safety Sensitive Role:

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.