Technical Product Support Engineer
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Job Description
Remote Technical Product Support Engineer troubleshooting Trane/American Standard HVAC equipment. Supporting customers, warranty decisions, service documentation, and product improvement for a climate-solutions company.
Responsibilities:
- Assist customers remotely through startup, operation, and diagnosis/troubleshooting of a wide variety of HVAC products
- Determine root causes and best courses of action using experience, literature, people, and problem-solving skills
- Make daily decisions about company resources needed to resolve customer issues
- Manage relationships with manufacturing site teams and field offices
- Monitor inbound technical support requests and maintain contact with customers until issues are resolved
- Evaluate customer experience levels to ensure safe troubleshooting guidance
- Document support work using predefined procedures
- Create standard work and document solutions for internal and external use
- Coordinate with internal teams on quality escapes, design errors, and Service Alerts or Bulletins
- Participate in New Product Introduction projects, focusing on unit serviceability
- Review warranty claims and recommend warranty coverage
- Use technical support and warranty data for 9-step problem solving to reduce common failures
- Create technical literature and end-user equipment startup guide content
Requirements:
- 12+ years of experience in servicing HVAC equipment and systems preferred but not required
- Associate's or Bachelor's degree in an Engineering discipline preferred but not required
- Professional training 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, pressure, and basic electrical theories
- Operating knowledge of Microsoft Office
- Working proficiency with handheld computers such as smartphones and iPads
- Ability to manage support cases in Zendesk
- Excellent written and verbal communication
- Ability to troubleshoot complex refrigeration and electrical systems
- Current knowledge of Trane Unitary Light Commercial products, including installation, operation, maintenance, service, and repair
- Additional knowledge of Large Unitary Products and BAS systems beneficial but not required
- Ability to prioritize multiple high-priority customer cases
- Flexibility to work extended hours occasionally
- Ability to meet short- and long-term deadlines
- Ability to meet the needs of internal and external customers
- Ability to work regularly and dependably
- Ability to function in a team environment
- Ability to cope with stress and maintain a pleasant, cooperative temperament
- Ability to make decisions, learn, think rationally, and exercise good judgment
Benefits:
- Health insurance for you and your family, effective Day One
- Holistic wellness programs with generous incentives
- Fertility coverage
- Adoption and surrogacy assistance
- 401(k) match up to 6%, plus an additional 2% core contribution (up to 8% company contribution)
- 15 vacation days
- 9 paid holidays
- 3 floating holidays
- Sick leave
- Volunteer leave options
- Parental leave options
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
- Flexibility to help balance life’s demands
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