Role Description As a Technical Support Engineer, you will provide technical support for the startup, operation, and service of Trane Commercial Chiller equipment manufactured in Grand Rapids, MI. Excellent customer service skills and documentation of work performed are required when communicating with our customers, technicians, and administrators. As a Chiller Technical Support Engineer, you will assist technicians in the troubleshooting process utilizing knowledge of air and 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. - Evaluate technician skill levels to keep them safe. - Confidently determine the best course of action. You will need to demonstrate the ability to apply basic electrical theory, knowledge of unit level controls, thermodynamics, and basic refrigeration theory as well as your field experience. What you will do: - Provide Technical Service Support for Trane Field Service Agencies including some travel to work sites when necessary. - Troubleshoot Chillers remotely. - Perform chiller service report and chiller data analysis. - Organize data collected including reports and other records as required to support data-driven decision making. - Interact with other Trane functional areas to provide customer support and achieve overall business unit objectives. - Originate solutions in the Help Center and/or technically review solutions for problems. - Travel (up to 15%) to jobs to troubleshoot, train, provide field support, and support new product development. - Review and direct customer interaction for Trane Chillers. - Assist with root cause analysis and defect resolution. - Author and/or review product literature and assist with training classes. - Be the subject matter expert for one or more chiller components/applications and be a resource to internal team members in those areas. - Lead and/or participate as a team member on supporting teams such as field quality problem solving and field service communications. - Ensure quality standards of all technical service operation processes and functions required for execution of work and customer satisfaction. - Participate in Quality Audits, Design review teams, and technology transfers. - Identify field problem trends and provide detailed information to the Quality department relating to field or factory failures for product improvement processes. - Drive quality improvement projects and participate in NPD projects as a voice of the field to ensure adequate serviceability is accounted for in the design process. - Provide support to our Mission Critical customers on startups, commissioning, and servicing of chillers. - Your scheduled hours may flex to provide support outside normal business hours. - Consider the future goals and current needs of the department and make data-informed decisions. Qualifications - 10+ years of experience preferred but not required in servicing HVAC equipment and systems. - Associates or Bachelors degree 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 application. - Operating knowledge of Microsoft Office software and working proficiency with handheld computer (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. Requirements - Excellent written and verbal communication. - Ability to troubleshoot complex refrigeration and electrical systems. - Keeps current on Trane Unitary 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. Benefits - Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives. - Family building benefits include fertility coverage and adoption/surrogacy assistance. - 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution. - Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave. - Educational and training opportunities through company programs along with tuition assistance and student debt support.