Chiller Technical Support Specialist

At Trane TechnologiesTM 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.
Job Summary:
As a Technical Support Chiller Specialist, you will be providing remote Technical Support for the startup, operation, and service of Trane Commercial Chiller equipment to include La Crosse and Pueblo products. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As a Technical Support Chiller Specialist, you will be able to assist technicians in the troubleshooting process utilizing knowledge of various water-cooled commercial chillers. Specialists in this role must have vast field experience, giving them the knowledge required to: remotely guide technicians through equipment and describe to them what they are seeing, keep that technician 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, thermodynamics, and basic refrigeration theory as well as their field experience.
Responsibilities:

• Responsible for assisting technicians remotely through the startup, operation, and diagnosis/troubleshooting on a wide variety of Commercial HVAC products
• Uses 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 first
• On a daily basis, required to make pivotal decisions regarding the dispensation of company resources in order to resolve a customer issue
• Manages 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 technicians until their issues are resolved in a timely and consistent manner
• Responsible for determining the experience level of technicians requesting assistance, ensuring they stay safe and are not asked to perform beyond their means
• Documents work by following pre-defined procedures and completing documentation of support given
• As a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the company
• Responsible for coordination with peers and Field Quality concerning quality escapes, design errors, and Service Alerts or Bulletins
• Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides

Qualifications:

• Ideal candidate will provide Technical Support activity for the approximate hours of 7:30AM to 4:30pm CST
• 10+ years of experience preferred but not required in servicing CHVAC equipment and systems.
• Associates or Bachelors in an Engineering discipline is preferred but not required.
• Professionally trained on various Trane equipment
• Ability to travel up to 10%
• Ability to define problems, collect data, establishes facts, and draw valid conclusions.
• Ability to understand and apply temperature and pressure theories as well and basic electrical theories and application.
• Operating knowledge of Microsoft office software, work proficiently with laptop computers and handheld remote devices (i.e. Smartphone, iPad).
• Ability to manage support cases within Zendesk (Customer Support Software)
• While 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 systems
• Keeps current on Trane CHVAC products concerning installation, operation, maintenance, service, and repair
• Additional knowledge of BAS systems would be beneficial, but not required
• Adaptable and possesses the ability to prioritize multiple high-priority jobs
• Flexibility to work extended hours on occasion
• Ability to meet short- and long-term deadlines
• Effectively meet the needs of customers
• Ability to work regularly and dependably
• Ability to function in a team environment
• Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with customers
• Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment
• Other duties as assigned
  
  • What's in it for you:
    
    • Benefits kick in day one!
    • 6% 401K match, plus an additional 2% of eligible pay in core contributions
    • 3 weeks of vacation per calendar year, plus paid holidays
    • Benefits*: https://www.tranetechnologies.com/en/index/careers/benefits.html
    
    Salary: $92,000 - $121,000 base salary.
    Disclaimer: This "range" could be a result of seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, or because of a system the employer uses to measure earnings by quantity or quality of production (so, for example, positions that may not have traditional salary ranges).

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.