Technical Product Support Engineer- HVAC Controls

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 

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