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

The Company reserves the right to modify this location designation based on business needs.

As a Controls Technical and Product Support Engineer, you will assist Trane's field organization in the sale, installation and service/troubleshooting of Trane Building Automation Systems and HVAC Equipment Controls. You will provide phone, email and occasional on-site product and technical support for Trane's technicians and account managers, ensuring they are able to efficiently and effectively provide world-class products and services to Trane's various customers in the commercial market. As such, you will be responsible for the identification, resolution and documentation of advanced and sensitive technical product issues. In addition to assisting directly, you will also be responsible for developing and proactively sharing knowledge and documentation through various proactive distribution channels in order to minimize the need for future support requests. You will also participate in product development and testing, including recommending product additions and improvements in order to maximize Trane's product quality and product/service sales.

Responsibilities:

• Support callers with technical problem solving of building automation systems and HVAC controls.

• Use software tools for call tracking and knowledge retrieval.

• Develop technical expertise for assigned products and general knowledge of all Building Automation / Controls products.

• Develop information for the product knowledge database, to be used by other support and field personnel.

• Assist directly with field/customer projects, including programming and commissioning,

• Author Product Defects and work with internal stakeholders to prioritize fixes.

• Lead Field Issue escalation review and assignment meetings.

• Create and publish software service alerts for field awareness.

• Author and/or review product literature and assist with training classes.

• Assist with product development through use case analysis and ad hoc testing efforts.
• Support software application users with technical assistance in the areas of user permissions, remote access, application questions, application usage, and defect resolution. Work with business users to understand their requirements and help them in better utilization of the software applications.

Qualifications:

• Bachelor's degree in engineering or closely related technical field preferred.
• 5+ years of directly applicable HVAC/automation experience

• 5+ years working with or troubleshooting building automation protocols is required (BACnet, Lon, Modbus)

• Experience with YABE, Wireshark, and other supporting software applications and troubleshooting tools

• Experience with IP Networking preferred

• Experience with or willingness to learn HVAC and Building Automation Systems

• Experience in a technical support or customer service role preferred

• Excellent verbal and written communication skills

• Ability to speak multiple languages is a plus (French, Spanish, Portuguese desired)

• Ability to meet short- and long-term deadlines.

• Ability to work both autonomously and in a team environment

• Demonstrate good decision-making skills, while exercising excellent judgment.

Desired Technical Skills:

Programming Languages: Java, C++, C#, Python, HTML, CSS, JavaScript

Databases: Microsoft SQL

Cloud/ DevOps: Azure, AWS

Others: JIRA, Zendesk, Trane Software(TU, Rover, Synchrony, Ensemble), YABE, Wireshark

Annual Base Salary Range or Hourly Base Pay Range:
$105,228.33 - $146,720.00
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.