Technical Product Support Engineer (Unitary)- Remote

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About the role

In this position as a Technical Support Engineer, you will provide technical support for the startup, operation, and service of Trane/American Standard Unitary equipment. You will assist customers in troubleshooting HVAC systems such as Packaged Rooftop AC units and Unitary Split Systems, leveraging vast field experience to remotely guide customers, evaluate their skill level, and determine the best course of action. This role requires applying basic electrical theory, knowledge of unit-level controls, airflow dynamics, and refrigeration theory.

Responsibilities

• Assist customers remotely through the startup, operation, and diagnosis/troubleshooting of a wide variety of HVAC products.
• Use resources (experience, literature, people, and problem-solving skills) to remotely determine the root cause of issues and recommend solutions while prioritizing customer needs.
• Make pivotal decisions regarding the use of company resources to resolve customer issues.
• Manage and leverage relationships with manufacturing site teams and field offices.
• Monitor inbound technical support requests during shift hours and maintain contact with customers until issues are resolved.
• Assess customer experience levels to ensure safety and appropriate guidance.
• Document work following pre-defined procedures and complete records of support provided.
• Create standard work and document solutions for internal and external sharing as a subject matter expert.
• Coordinate with internal teams on quality escapes, design errors, Service Alerts, or Bulletins.
• Participate in New Product Introduction projects, focusing on unit serviceability.
• Review warranty claims against technical support history and recommend coverage.
• Use technical support and warranty data to drive 9-step problem-solving and reduce common failures.
• Create content for technical literature and end-user equipment startup guides.

Requirements

• 10+ years of experience in servicing HVAC equipment and systems (preferred but not required).
• Associates or Bachelor’s degree in an Engineering discipline (preferred but not required).
• Professional training on various Trane equipment.
• Ability to travel up to 10%.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Understanding and application of temperature/pressure theories and basic electrical theories.
• Operating knowledge of Microsoft Office software and proficiency with handheld devices (e.g., smartphones, tablets).
• Ability to manage support cases within Remedy software.

Skills

• Excellent written and verbal communication.
• Ability to troubleshoot complex refrigeration and electrical systems.
• Stay current on Trane Unitary Light Commercial products concerning installation, operation, maintenance, service, and repair.
• Knowledge of Large Unitary Products and BAS systems (beneficial but not required).
• Adaptability to prioritize multiple high-priority customer cases.
• Flexibility to work extended hours occasionally.
• Ability to meet short- and long-term deadlines.
• Effectively meet the needs of internal and external customers.
• Dependability and ability to work in a team environment.
• Ability to cope with stress and maintain a cooperative temperament.
• Demonstrated ability to perform mental tasks such as decision-making, learning, rational thinking, and exercising good judgment.

Pay

Annual Base Salary Range: $89,585.00 - $143,700.00 (salary). Compensation depends on factors such as seniority, merit, geographic location, education, experience, travel requirements, and union designation.

Benefits

• Benefits begin on day one, including health insurance and holistic wellness programs with incentives.
• Family-building benefits: 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: 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, tuition assistance, and student debt support.

Note: Benefit offerings may vary based on Collective Bargaining Agreements and local/state regulations.