At  Trane Technologies TM   and through our businesses including  Trane ®  and  Thermo King ® , we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.   **What’s in it for you:  ** Be a part of our mission!  A sustainable future demands ongoing digital advancement. Our digital solutions team leads the way in developing next-generation climate technology focused on reducing demand-side energy consumption and emissions. Across our brands—including BrainBox AI, Nuvolo, Thermo King, Trane, and more—our teams combine deep technical expertise with advanced analytics to create data-driven solutions that add real value for customers, communities, and the planet. We invest in tomorrow’s possibilities—and in our people—by providing ongoing learning, mentorship, and opportunities to work with industry-leading technology. Whether you're advancing AI in HVAC or driving analytics for greater efficiency, your ideas will help engineer solutions for stronger communities and a sustainable world. **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, including in support of volunteer and parental leave needs.       + Educational and training opportunities through company programs along with tuition assistance and student debt support.     + Learn more about our benefits here (https://careers.tranetechnologies.com/global/en/benefits) !   **Where is the work:** + From Monday to Thursday, work onsite with your colleagues in Tyler, Texas. On Fridays, choose your work location, balancing what your work requires **Job Summary** **：** We are currently hiring for a Diagnostics Support Engineer role in our Digital Product Support group within Trane Residential HVAC and Supply. This will be a Tier 3 technical support role, assisting call center personnel with the resolution of difficult cases, requiring analysis and investigation of complex Diagnostics issues through resolution. This role also creates and maintains technical documentation and customer self-help resources. This position also assists the engineering team with product development and testing. **What you will do:  **   + Assisting call center personnel with the resolution of difficult cases: + Assess call center activity, identify opportunities for improved performance, prepare call center training materials, and train call center associates in new/improved troubleshooting methods. + Assess call center activity, identify patterns of customer issues, and mitigate root causes of top issues. + Support Documentation and Dealer Self-Help Resources: + Prepare online help documentation for new product and feature introductions. + Maintain and update existing documentation, ensuring it is kept up-to-date. + Enhance self-help resources in response to identified call/email/ticket activity patterns + Product Development: + Prioritize and advocate for resolution of customer-facing issues. + Act as the “voice of the customer” and the “voice of the support organization” within new product development teams and activities to ensure reliability, robustness, and supportability are properly considered and vetted throughout the development process. + Collect customer feedback on new products and features, and drive resolution/improvements prior to launch as appropriate. **What you will bring:**   + 4+ years of experience serving in design, testing, and technical support roles + 4+ years of experience in customer technical support + 2+ years of hands-on HVAC experience strongly preferred + 1+ year of Trane Diagnostics experience strongly preferred + Bachelor’s degree or relevant technical school preferred **Key Competencies:** + Engineering Processes: Fluent in engineering development and testing processes and able to lead efforts to improve. + Project Management: Able to manage and complete significant projects involving multiple components and subsystems + External Customer Interaction: Able to act as the first point of technical contact with external customers, resolve external customer issues at an advanced engineering level, and prepare/deliver customer presentations.Autonomy: Able to identify & manage many of one's own assignments and work with only general direction + Technical Communication: Skilled at customer presentations and communicating and influencing internal customers (across functions and upwards). Documentation is professional and frequent. + Technical Judgment: Able to apply several engineering concepts and develop/derive new relationships for a specific problem. Able to quickly generate numerous alternative solution paths, and objectively down-select to several technically promising alternatives based on sound reasoning.Willingness to learn about HVAC concepts and components. **Compensation:  **   **Base Pay Range:** 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.   **Equal Employment Opportunity:**     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.