Technical Product Support Engineer – Unitary

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

📋 Description

• Accountable for providing remote assistance to customers throughout the startup, operation, and diagnosis/troubleshooting of a diverse array of HVAC products.

• Utilizes a range of resources (experience, literature, personnel, and problem-solving abilities) to remotely identify the root cause of issues and decide on the most effective course of action, always prioritizing customer satisfaction.

• Required to make critical decisions daily regarding the allocation of company resources to resolve customer issues.

• Cultivates and utilizes relationships with manufacturing site teams and field offices.

• During scheduled shifts, actively monitors incoming technical support requests and maintains continuous communication with customers until their concerns are resolved promptly and consistently.

• Tasked with assessing the experience level of customers seeking assistance, ensuring their safety, and preventing them from undertaking tasks beyond their capabilities.

• Records work by adhering to established procedures and completing the necessary documentation of the support provided.

• As a subject matter expert, develops standard work and documents solutions for sharing both internally and externally within the company.

• Coordinates with internal teams regarding quality escapes, design flaws, and Service Alerts or Bulletins.

• Engages in New Product Introduction projects as necessary, particularly concentrating on unit serviceability.

• Evaluates warranty claims against the history of technical support offered and provides recommendations on warranty coverage.

• Leverages technical support and warranty data to implement 9-step problem solving to minimize common failures.

• Applies expertise with equipment to generate content for technical literature and end-user equipment startup guides.

⛳️ Requirements

• A minimum of 10 years of experience is preferred but not mandatory in servicing HVAC equipment and systems.

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

• Professionally trained on various Trane equipment.

• Willingness to travel up to 10%.

• Proficient in defining problems, gathering data, establishing facts, and drawing sound conclusions.

• Capable of understanding and applying temperature and pressure theories, along with basic electrical theories and applications.

• Familiarity with Microsoft Office software and proficient use of handheld computers (e.g., Smartphones, iPads).

• Competence in managing support cases using Remedy software.

🏝️ Benefits

• Benefits commence on DAY ONE for you and your family, including health insurance and holistic wellness programs with generous incentives – WE DARE TO CARE!

• Family-building benefits encompass fertility coverage and assistance for adoption/surrogacy.

• 401K matching of up to 6%, plus an additional 2% core contribution, resulting in up to an 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.

• Opportunities for education and training through company programs, including tuition assistance and student debt support.