Phone‑Based Technical Support Engineer – Medical Devices

About the position

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go. What’s in it for you: Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, 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. The Technician I provides complex technical support and assistance to customers via email, phone, and/or other remote methods. Responds to customer inquiries on organizational products and services, including installation, operational functions, and maintenance. Provides customers with guidance and direction to support troubleshooting, preventive maintenance and problem solving recommendations for electro mechanical, refrigeration and integrated systems to improve product usability, up time, performance, and customer satisfaction. Accurately, and with great detail, documents customer interactions including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions. Possesses a strong understanding of the organization's products and services, good customer service skills and the ability to negotiate with multiple levels of customers. Evaluates customer needs and works with Engineering team members as necessary to influence product improvements and enhancements. These team members are empowered to resolve all issues and escalate only as needed. 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, including in support of volunteer and parental leave needs. Educational and training opportunities through company programs along with tuition assistance and student debt support. Learn more about our benefits here! Where is the work: From Monday to Thursday, work onsite with your colleagues. On Fridays, choose your work location, balancing what your work requires What you will do: Promotes company values as demonstrated in personal productivity and quality of work, management of internal/external relationships, actively seeking out and participating in Continuous Improvement practices, and willingness to engage and support team initiatives. Directly/indirectly communicates with company customers and distributors world wide regarding product failures and complaints via telephone, fax, and email. Document customer communication and root cause analysis. Manage open events to ensure customer satisfaction. Works with outside service and distribution partners for support of products both in and out of warranty. Other duties/responsibilities and projects as assigned (i.e. product updates). Evaluate, troubleshoot and repair products and components returned to company from the customer. What you will bring: Relative Work Experience: 1 - 3 years related work experience (technical service, refrigeration, electronics). Education: High school diploma (AS/BS in EET, MET or other technical discipline preferred). Certifications / Licenses: None required. Computer Systems / Software: Proficient in Microsoft Office Suite. FourthShift and Microsoft CRM preferred. Ability to promote collaboration and teamwork inside/outside the department to reach common goals; open to and solicits diverse views and opinions from others; breaks down barriers to builds consensus. Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipates and provides solutions to customer needs; gives high priority to customer satisfaction. Ability to apply technical knowledge in identifying cause-effect relationships that drive to effective problem resolution. Ability to promote and identify process improvements in the work environment, actively seeking to make things better. Haven’t done every single thing in the job description? At Trane Technologies, we are just as interested in your capabilities as your prior work experience. So, if you are excited about this role but your past work experience doesn’t align perfectly with everything in the job description, we encourage you to apply anyway. You may just be the best person for this role. Compensation: Base Pay Range: Total Target Compensation: Salary range of \$40,000-\$55,000 with overtime eligibility 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.

Responsibilities

• Promotes company values as demonstrated in personal productivity and quality of work, management of internal/external relationships, actively seeking out and participating in Continuous Improvement practices, and willingness to engage and support team initiatives.
• Directly/indirectly communicates with company customers and distributors world wide regarding product failures and complaints via telephone, fax, and email.
• Document customer communication and root cause analysis. Manage open events to ensure customer satisfaction.
• Works with outside service and distribution partners for support of products both in and out of warranty.
• Other duties/responsibilities and projects as assigned (i.e. product updates).
• Evaluate, troubleshoot and repair products and components returned to company from the customer.

Requirements

• 1 - 3 years related work experience (technical service, refrigeration, electronics).
• High school diploma (AS/BS in EET, MET or other technical discipline preferred).
• Proficient in Microsoft Office Suite.
• Ability to promote collaboration and teamwork inside/outside the department to reach common goals; open to and solicits diverse views and opinions from others; breaks down barriers to builds consensus.
• Proactively develops customer relationships by making efforts to listen to and understand the customer (both internal and external); anticipates and provides solutions to customer needs; gives high priority to customer satisfaction.
• Ability to apply technical knowledge in identifying cause-effect relationships that drive to effective problem resolution.
• Ability to promote and identify process improvements in the work environment, actively seeking to make things better.

Nice-to-haves

• FourthShift and Microsoft CRM preferred.

Benefits

• 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, including in support of volunteer and parental leave needs.
• Educational and training opportunities through company programs along with tuition assistance and student debt support.