At Trane Technologies® we Challenge Possible. Our brands – including Trane® and Thermo King® - create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what’s possible for a sustainable world.
Job Summary:
The Commercial HVAC Technical Support team is an integral part of the greater CHVAC Quality & Customer Experience Organization, responsible for providing first line support and expert resolution for product, service and technical support questions from our field technicians, sales associates and partner contractors. As a leader within this organization, you will oversee day to day operations of a team of Support Engineers and develop strategies to collect and leverage our data, processes and relationships to improve both the designs of our products and the efficiency of our technicians in order to deliver an optimal experience for Trane’s product & service customers. This position is required to sit in Lexington, KY.
This position is responsible for providing leadership to the Airside Technical Support team (AHU, VAV, Terminal Equipment). The key responsibilities include:
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Executing on our commitment of providing world-class support; efficiently, effectively, and professionally;
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Utilizing data to optimize technician efficiency, identify training needs and influence product quality;
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Leveraging technology to envision and implement “support organization of the future”;
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People management and talent development of assigned Technical Support Engineers; and
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Establishing / maintaining strong relationships with our stakeholders: Field Leadership, Product Growth Teams, Customer / Field Quality Engineering, and Advanced Quality Engineering, among others.
Responsibilities:
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Develop and deliver team service level (answer time) and customer satisfaction commitments.
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Ensure a high performing, professional field support environment, with measurements in place to track agent performance and improve processes.
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Strategically collect and analyze support data in order to develop and publish information for call deflection / interception.
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In conjunction with Field Quality and Advanced Quality Planning partners, leverage data to advocate and champion for the product and support needs of our customers, associates and the business through quality and NPD projects.
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Envision, propose, and implement improved methods of providing support based on evolving technology, new products, new customer types, new support needs, among other factors. Be willing to think differently about all aspects of support and realize that you need to lead to make change happen.
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Oversee customer “Hot Jobs” process in order to help the company and sales office navigate through critical customer applications and issues.
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Provide leadership to assigned staff on regular basis to understand their business problems and help them find solutions.
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Establish employees’ training requirements, ensure training is completed, and keep appropriate records.
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Provide direct staff management, execute performance management, salary planning and administration to team of Support Engineers, including a mix of on-site, hybrid and remote employees.
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Improve department output by developing improved procedures, eliminating unnecessary work, delegating authority, and proposing organizational improvements as necessary.
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Up to 20% travel required.
Qualifications:
- Degree, or pursuing degree, is preferred; relevant experience required in lieu of degree
- 5 years of Technical Support / Product Management / Field Service Leadership experience required
- HVAC experience strongly preferred
- Experience managing people; As this position may be the first management experience for the right person, a candidate with a strong understanding of the value of goal setting, performance reviews, talent development and employee engagement will also be considered.
- Understanding of Lean methodologies and thinking (Strategy A3, 9-step Problem Solving, MDI / MWI)
- Familiarity with the sale, distribution, fulfillment and service of Trane HVAC equipment - experience in the field or field-facing role preferred.
- Experience with Customer Experience and Case Management Tools / Systems (Zendesk preferred)
- Experience with Project Development Process and a solid understanding of Gates and Phases preferred.
- Ability to plan and manage a financial budget required.
- Strong leadership, interpersonal, communication, presentation and team-player skills required.
- Tactful and assertive; must be an effective and clear decision-maker under pressure situations; able to deal effectively with the field (technicians, office leadership, customers, account managers).
- Ability to recognize developing situations to react and diffuse complaints/potential problems. Act as a mediator between internal/external organizations and within the internal organization.
- Proficiency with PC and common office applications, such as Outlook, Teams, Excel, Word, and PowerPoint.
We offer competitive compensation and comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. We are proud of our winning culture which is inclusive and respectful at its core. We share passion for serving customers, caring for others, and boldly challenging what’s possible for a sustainable world.
We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.