Remote Support Specialist

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

About the role

This is an RSS On Demand role within the Digital Services Team, focusing on remote support and digital enablement across the assigned region. The position operates Monday to Thursday onsite with colleagues, with Fridays offering flexibility to choose your work location based on work requirements.

Responsibilities

• Actively contribute to the Digital Services Team, delivering remote support across the assigned region.
• Facilitate professional phone and email engagement with external customers and internal departments.
• Complete general office tasks such as report writing, attending team meetings, and managing company email communications.
• Conduct remote access to customer sites for troubleshooting, technical support, and system adjustments to Building Automation Systems (BAS).
• Investigate Trane Cloud issues, review solutions, and execute recommended fixes where possible.
• Identify opportunities for Energy Conservation Measures (ECMs), HVAC system upgrades, and system changes; collaborate with Intelligent Services Engineers and Account Managers.
• Fulfill building tasks for service agreement customers remotely when applicable.
• Work closely with Account Managers, Project Managers, Account Engineers, field technicians, and customers to develop and evaluate solutions.
• Proactively communicate with customers regarding system performance and recommendations.
• Analyze building automation projects using expertise in controls and industry standards.
• Deliver written reports detailing building metrics, recommendations, trouble logs, and observations to customers and internal teams.
• Operate as part of an On-Demand/Immediate Response Team, resolving issues remotely for eligible customers.
• Troubleshoot BAS systems and HVAC controls remotely, validate connectivity via Salesforce and Trane Connect, and provide operational guidance.
• Escalate complex issues to advanced support teams.
• Accept case management requests directly from Resource Coordinators for "connected" customers authorized to work with the RSS On Demand team.
• Conduct structured intake procedures using Salesforce or regional case management methods to verify agreement status and connectivity.
• Verify support status (warranty, billable, other) and document cases accordingly; notify Account Managers of opportunities.
• Support regional platforms such as Trane Cloud, Cloud BMS, CMSA, CBSA, BBAI, and Intelligent Services.
• Review building performance; implement system patches and ECMs when appropriate.
• Conduct offset calibration and zone mapping for autonomous control systems.
• Plan regional coverage for holidays and absences based on localized needs.
• Engage in cross-training, cross-regional dispatch, and recurring team meetings to ensure consistent service levels.
• Collaborate with Resource Coordinators and regional service managers to align case management and intake practices.

Requirements

• Comprehensive understanding of Building Automation Systems and HVAC equipment systems.
• Skilled in technical report writing, advanced computer navigation, and proficient in Microsoft Teams, Word, Excel, PowerPoint, and Outlook.
• Solid grasp of database management, IP networking, and BAS protocols such as BACnet, Lon Talk, and Modbus.
• Capable of resolving practical issues and adapting to non-standardized situations.
• Exceptional verbal and written communication skills.
• Demonstrated commitment to superior service for internal and external customers.
• Effective teamwork, customer service, communication, and problem-solving capabilities.

Strategic Goals

• Promote a "remote resolution first" approach to enhance efficiency and support field technician scheduling.
• Improve customer outcomes and increase service revenue through expanded remote resolution capabilities.
• Support digital transformation initiatives within the region, prioritizing remote service delivery and building performance optimization.
• Enhance accessibility to RSS On Demand services for qualified direct-access customers via Resource Coordinators, increasing overall regional responsiveness.

Pay

Hourly base pay range: $23.80 - $43.85. Compensation is tailored to factors such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. This role is not incentive or sales commission eligible.

This is a safety-sensitive role, which may require additional drug screening.

Benefits

• Benefits begin on day one for you and your family, including health insurance and holistic wellness programs with generous incentives.
• Family-building benefits, including fertility coverage and adoption/surrogacy assistance.
• 401K match up to 6%, plus an additional 2% core contribution (total up to 8% company contribution).
• Paid time off includes 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options for volunteer and parental leave.
• Educational and training opportunities through company programs, along with tuition assistance and student debt support.

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