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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:

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

 

 

Job Summary: 

In this position as a Technical Support Engineer, you will be providing technical support for the startup, operation, and service of Trane/American Standard Unitary Commercial 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 Support Engineer for Unitary Commercial equipment, 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.

What you will do:   

Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting on a wide variety of HVAC productsUses 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 firstOn a daily basis, is required to make pivotal decisions regarding the dispensation of company resources in order to resolve a customer issueManages 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 mannerResponsible for determining the experience level of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their meansDocuments work by following pre-defined procedures and completing documentation of support givenAs a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the companyResponsible for coordination with internal teams concerning quality escapes, design errors, and Service Alerts or BulletinsParticipates in New Product Introduction projects as required, specifically focusing on unit serviceabilityReviews warranty claims against history of technical support provided and makes recommendations as to warranty coverageUses technical support and warranty data to drive 9-step problem solving to reduce common failuresApplies their expertise with equipment to create content for technical literature and end-user equipment startup guides

What you will bring:

10+ 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 equipmentAbility 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 Remedy softwareWhile 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 systemsKeeps current on Trane Unitary Commercial products concerning installation, operation, maintenance, service, and repairAdditional knowledge of Large Unitary Products and BAS systems would be beneficial, but not requiredAdaptable and possesses the ability to prioritize multiple high-priority customer casesFlexibility to work extended hours on occasionAbility to meet short- and long-term deadlinesEffectively meet the needs of internal and external customersAbility to work regularly and dependablyAbility to function in a team environmentDemonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customersDemonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment

*Other hub location options may be available and will be discussed during the recruiting process.

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.

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.