Technical Product Support Engineer

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Provide remote assistance to customers during the startup, operation, diagnosis, and troubleshooting of various HVAC products.

• Identify root causes and determine the best course of action by leveraging experience, technical documentation, colleagues, and analytical skills.

• Make informed decisions regarding company resources to address customer concerns.

• Foster relationships with manufacturing site teams and field offices.

• Oversee incoming technical support requests and maintain communication with customers until their issues are resolved.

• Assess customer experience levels to guarantee safe troubleshooting guidance.

• Record support activities in accordance with established procedures.

• Develop standard operating procedures and document solutions for both internal and external use.

• Collaborate with internal teams on quality escapes, design flaws, and Service Alerts or Bulletins.

• Engage in New Product Introduction initiatives, emphasizing unit serviceability.

• Review warranty claims and suggest recommendations for warranty coverage.

• Utilize technical support and warranty data to facilitate the 9-step problem-solving process.

• Produce technical documentation and user guides for equipment startup.

⛳️ Requirements

• A minimum of 12 years of experience in servicing HVAC equipment and systems is preferred, though not mandatory.

• An Associate's or Bachelor's degree in an Engineering field is preferred but not essential.

• Professional training on various Trane equipment is advantageous.

• Willingness to travel up to 10% of the time.

• Strong ability to define problems, gather data, establish facts, and draw logical conclusions.

• Proficiency in understanding and applying concepts of temperature, pressure, and basic electrical theories.

• Familiarity with Microsoft Office software is required.

• Competence in using handheld devices such as smartphones and iPads.

• Experience managing support cases within Zendesk.

• Exceptional written and verbal communication skills.

• Capability to troubleshoot complex refrigeration and electrical systems.

• Up-to-date knowledge of Trane Unitary Light Commercial products, including their installation, operation, maintenance, service, and repair.

• Knowledge of Large Unitary Products and BAS systems is a plus but not a requirement.

• Ability to prioritize multiple high-priority customer cases effectively.

• Flexibility to occasionally work extended hours.

• Aptitude for meeting both short-term and long-term deadlines.

• Consistency in regular and dependable work attendance.

• Ability to collaborate within a team setting.

• Capacity to manage stress while maintaining a positive and cooperative demeanor.

• Skills in decision-making, rational thinking, and exercising sound judgment.

🏝️ Benefits

• Benefits commence on DAY ONE for you and your family, encompassing health insurance and comprehensive wellness programs that offer generous incentives.

• Fertility coverage along with adoption and surrogacy assistance.

• 401K matching up to 6%, with an additional 2% core contribution, leading to a total of up to 8% company contribution.

• 15 vacation days annually.

• 9 paid holidays each year.

• 3 floating holidays for personal use.

• Sick leave provisions.

• Volunteer leave opportunities.

• Parental leave benefits.

• Access to educational and training opportunities through company-sponsored programs.

• Tuition assistance for further education.

• Support for student debt repayment.