Remote Support Specialist - Key Accounts

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.

This position is remote.

Job Summary???

A Remote Support Specialist (RSS) is a unique position dedicated to supporting Trane Key Account Service (National Accounts) customers’ BAS and Scheduled Service Agreements. The RSS will utilize Intelligence Services (IS), remote connections, and other tools to perform remote diagnostics checks, troubleshooting, system optimizations, performing remote inspections, and providing remote technical HVAC and Controls assistance to onsite Trane and Non-Trane technicians and customers.

Responsibilities:

• Responsible for understanding HVAC systems and BAS controls.
• Responsible for accepting and reviewing BAS service calls (sites with remote connections) given by the Resource Coordinators. Provide resolution or detailed information for internal and external technicians.
• Responsible for performing remote BAS controls diagnostics and operational troubleshooting, programming, and BAS controls maintenance tasks.
• Responsible for reviewing IS service advisories per contract and respond accordingly.
• Provides remote customer and technician support.
• Performs remote digital inspections of customer BAS, HVAC, and chiller systems.
• Prepares for on-site inspection and repairs by remotely inspecting BAS and providing a detailed report of outstanding issues and discrepancies.
• Remotely setup Intelligent Services and other remote connected offerings.
• Participate in technical reviews with Account Team and other internal stakeholders
• Participate in strategic account reviews with Account Team and other internal stakeholders.
• Documents work by completing paperwork on each job, including daily time, progress, and duration; and maintaining files.
• Records parts, material, labor, and other cost data per assignment and returns unused resources.
• Turns in all required paperwork and reports in a timely manner.
• Represents company by serving as a direct customer contact.
• Identifies parts to order for repairs and timeliness of need.
• Keeps current on Trane products concerning installation, operation, maintenance, service, and repair of direct digital control systems, and make recommendations for system enhancements and improvements.
• Flexibility to work overtime/weekends, as required.
• This job has no supervisory responsibilities.

Qualifications:

• Associate's degree or equivalent from two-year college or technical school or five (5) years’ experience in control systems; or equivalent combination of education and experience.
• Proven experience in BAS and HVAC systems, with expertise in remote technical work.
• Excellent technical knowledge and understanding of BAS and HVAC systems and associated protocols.
• Proficiency in remote monitoring and control software and tools specific to BAS and HVAC systems.
• Strong problem-solving and decision-making abilities, with a solution-oriented mindset.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with team members and stakeholders.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Competencies:

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present technical information one-on-one, over the phone, and small group situations to clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Valid driver's license but this position does not include a work vehicle.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand, use hands to finger, handle, or feel, talk, and hear.
• The employee will be sitting and working at a computer for the duration of their work day, requiring the ability to operate a mouse, keyboard, telephone, and perform other general office work related movements.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This role is fully virtual. Employee is responsible for maintaining their own safe, focused workspace.

Annual Base Pay Range - $45,000 - $96,700

Disclaimer: The pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

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.