Technical Product Support Engineer- (Remote)
$105,228–$146,720 year
On-siteSaint Paul, Minnesota, United States
Job Summary
Assist customers remotely through the startup, operation, and diagnosis/troubleshooting of HVAC products by guiding technicians through equipment, evaluating skill levels, and determining the best course of action. Utilize resources to identify root causes and make pivotal decisions regarding company resource dispensation to resolve issues promptly. Monitor inbound technical support requests during shift hours, documenting work performed per pre-defined procedures and ensuring customer safety. As a subject matter expert, create standard work, document solutions, and develop content for technical literature and startup guides. Coordinate with internal teams on quality escapes, design errors, and service alerts, while reviewing warranty claims to drive recommendations. Apply expertise in electrical theory, airflow dynamics, and refrigeration to reduce common failures using a 9-step problem-solving approach.
Required Qualifications
- Excellent customer service skills
- Documentation of work performed
- 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 application
- Operating knowledge of Microsoft office software
- Working proficiency with handheld computer (i.e. Smartphone, iPad)
- Ability to manage support cases within Zendesk software
- Ability to travel up to 10%
- Ability to prioritize multiple high-priority customer cases
- Flexibility to work extended hours on occasion
- Ability to meet short- and long-term deadlines
- Ability to work regularly and dependably
- Ability to function in a team environment
- Ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers
- Ability to perform mental tasks such as making decisions, learning, thinking rationally and exercising good judgment
- Professionally trained on various Trane equipment
Desired Qualifications
- 12+ 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
- Strong proficiency with Symbio and ReliaTel control platforms
- Particular expertise in BACnet controls, system integration, startup, and troubleshooting
- Additional knowledge of Large Unitary Products and BAS systems
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