Technical Product Support Engineer- (Remote)

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: Virtual     Job Summary:  In this position as a Technical Product Support Engineer, you will be providing technical support for the startup, operation, and service of Trane/American Standard Unitary 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 Product Support Engineer, 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.  Preferred candidate should demonstrate strong proficiency with Symbio and ReliaTel control platforms, with particular expertise in BACnet controls, system integration, startup, and troubleshooting.

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, 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 Reviews warranty claims against history of technical support provided and makes recommendations as to warranty coverage Uses technical support and warranty data to drive 9-step problem solving to reduce common failures Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides What you will bring: 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