Technical Product Support

About the Role

As a Technical Product Support Specialist, you will be working closely with the sales team, field service representatives, and other internal stakeholders to provide comprehensive support and training on products. Your expertise will be instrumental in driving customer satisfaction, loyalty, and ultimately, revenue growth.

The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work in a fast-paced, dynamic environment. If you are passionate about sustainable climate solutions and enjoy working with a talented team of professionals, this role may be the perfect fit for you.

What You Will Do

• Provide telephone and email system-level support for Residential and Light Commercial products
• Develop and provide training on products for Field Service Representatives (FSR)
• Support Channel Partners with technical issue resolution
• Interface and collaborate with internal organizations through cross-functional quality forums and teams
• Document field-reported quality issues
• Troubleshoot complex mechanical and electrical systems over the phone
• Coordinate workload and prioritize tasks effectively
• Communicate technical information to non-technical stakeholders
• Stay up-to-date with new product releases, features, and technologies
• Participate in cross-functional teams to drive process improvements and knowledge sharing

What We Are Looking For

• Minimum of 5 years of field experience serving in a Residential and Light Commercial technical service/support role
• Strong technical background in HVAC systems, including air to air and less than 25 tons
• Detail-oriented and organized, with the ability to coordinate workload and prioritize tasks effectively
• Excellent verbal, listening, and written communication skills
• Strong ability to troubleshoot complex mechanical and electrical systems over the phone
• Personal computer competence and data entry skills with MS Office products
• Customer-focused with a strong ability to make quality decisions
• Ability to manage time wisely and work in a fast-paced environment
• Strong team player with a flexible approach to varying work assignments

Nice to Have

• Experience with product training and development
• Knowledge of sustainable climate solutions and eco-friendly products
• Familiarity with CRM software and ticketing systems
• Certification in HVAC systems or a related field

Benefits and Perks

• Competitive compensation package
• Comprehensive benefits, including health insurance and holistic wellness programs
• 401K match up to 6%, plus an additional 2% core contribution
• Paid time off, including 15 vacation days, 9 paid holidays, and 3 floating holidays
• Educational and training opportunities through company programs
• Tuition assistance and student debt support
• Remote work flexibility and autonomy
• Opportunities for career growth and advancement
• Collaborative and dynamic work environment

• Ensure you have a strong understanding of HVAC systems, including air to air and less than 25 tons, to stand out in the application process.
• Develop a portfolio that showcases your technical expertise, problem-solving skills, and experience in providing system-level support.
• Be prepared to discuss your experience with product training and development, as well as your knowledge of sustainable climate solutions.
• Highlight your excellent communication skills, both written and verbal, to demonstrate your ability to communicate technical information to non-technical stakeholders.
• Research the company culture and values to understand how you can contribute to Trane Technologies' mission and vision.
• Prepare examples of times when you had to troubleshoot complex mechanical and electrical systems over the phone, and be ready to walk the interviewer through your thought process.
• Don't be afraid to ask about the company's approach to professional development and opportunities for growth and advancement.