Technical Product Support Engineer- (Remote)

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

We boldly go.

Where is the work:

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.

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, 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 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 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

Key Competencies:

• Excellent written and verbal communication.
• Ability to troubleshoot complex refrigeration and electrical systems
• Keeps current on Trane Unitary Light Commercial products concerning installation, operation, maintenance, service, and repair
• Additional knowledge of Large Unitary Products and 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 occasion
• 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.

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.
• 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer:  Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.

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.