Where is the work:
Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.

What's in it for you:
Join Trane Residential HVAC's Digital Product Support team as a Diagnostic Support Engineer! You will be a Tier 3 technical support engineer, assisting call center personnel in resolving complex cases that require analysis and investigation of diagnostics issues. You will also create and maintain technical documentation and customer self-help resources and assist the engineering team with product development and testing.

What you will do:

Assist call center personnel with the resolution of difficult cases

• Assess call center activity, identify opportunities for improved performance, prepare call center training materials, and train call center associates in new/improved troubleshooting methods.

• Assess call center activity, identify patterns of customer issues, and mitigate root causes of top issues.

Support Documentation and Dealer Self-Help Resources

• Prepare online help documentation for new product and feature introductions.

• Maintain and update existing documentation and ensure it is kept up to date.

• Enhance self-help resources in response to identified call/email/ticket activity patterns.

Product Development

• Prioritize and advocate for the resolution of customer-facing issues.

• Act as the "voice of the customer" and the "voice of the support organization" within new product development teams and activities to ensure reliability, robustness, and supportability are properly considered and vetted throughout the development process.

• Collect customer feedback on new products and features and drive resolution/improvements prior to launch as appropriate.

What you will bring:

• 4+ years of experience serving in design, testing, and technical support roles

• 4+ years of experience in customer technical support

• 2+ years of hands-on HVAC experience strongly preferred

• 1+ year of Trane Diagnostics experience strongly preferred

• Bachelor's degree or relevant technical school preferred

Annual Base Salary Range or Hourly Base Pay Range:
$69,600.00 - $99,015.00
Compensation Type:
Salary
Incentive Eligible:
No
Sales Commission Eligible:
No

Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives - WE DARE TO CARE!
• 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.

Disclaimer: Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.

Safety Sensitive Role:
No
The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.