HVAC- Technical Support Engineer

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Job Summary :

In this position as a Technical Support Product Specialist, you will be providing remote technical support for the startup, operation, and service of Trane / American Standard Unitary Commercial equipment.

Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians, and administrators.

As a Technical Support Product Specialist, you will assist customers in the troubleshooting process utilizing knowledge of various HVAC systems such as Packaged Rooftop AC units and Unitary Split Systems.

Specialists in this role must have vast field experience, giving them the knowledge required to remotely guide customers through equipment, describe to them what they are seeing, keep that customer safe by evaluating their skill level, and confidently determine the best course of action.

You will need to demonstrate the ability to apply basic electrical theory, knowledge of unit level controls, airflow dynamics, and basic refrigeration theory as well as your field experience.

Candidate must be fluent in French

Responsibilities :

• Responsible for assisting customers remotely through the startup, operation, and diagnosis / troubleshooting on a wide variety of HVAC products.
• Use 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, make pivotal decisions regarding the dispensation of company resources to resolve a customer issue.
• Manage and leverage relationships with manufacturing site teams as well as field offices.
• Diligently monitor inbound technical support requests and stay in constant contact with those customers until their issues are resolved in a timely and consistent manner.
• Determine the experience level of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their means.
• Document work by following pre-defined procedures and completing documentation of support given.
• As a subject matter expert, create standard work and document solutions that can be shared internally and externally across the company.
• Coordinate with internal teams concerning quality escapes, design errors, and Service Alerts or Bulletins.
• Participate in New Product Introduction projects as required, specifically focusing on unit serviceability.
• Review warranty claims against the history of technical support provided and make recommendations as to warranty coverage.
• Use technical support and warranty data to drive 9-step problem solving to reduce common failures.
• Apply your expertise with equipment to create content for technical literature and end-user equipment startup guides.

Qualifications :

• Bilingual - French and English required.
• Ideal candidate will provide Technical Support activity for the approximate hours of 7 : 30 AM to 4 : 30 PM CST.
• 10+ years of experience preferred but not required in servicing HVAC 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, establish facts, and draw valid conclusions.
• Ability to understand and apply temperature and pressure theories as well as basic electrical theories and applications.
• Operating knowledge of Microsoft Office software and working proficiency with handheld computers (i.e. Smartphone, iPad).
• Ability to manage support cases within Remedy 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.
• Ability to troubleshoot complex refrigeration and electrical systems.
• Keep current on Trane Unitary Light Commercial products concerning installation, operation, maintenance, service, and repair.
• Additional knowledge of Large Unitary Products and BAS systems would be beneficial but not required.
• Adaptable and possesses the ability to prioritize multiple high-priority customer cases.
• Flexibility to work extended hours on occasion.
• Ability to meet short- and long-term deadlines.
• Effectively meet the needs of internal and external 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 internal and external customers.
• Demonstrate ability to perform mental tasks such as making decisions, learning, thinking rationally, and exercising good judgment.
• Other duties as assigned.

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.

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