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.
Position: QMS Customer Service Specialist
Reporting to: Enterprise QMS Leader
Position Summary:
The QMS Customer Service Specialist acts as a liaison between our user base and our design team. This role is responsible for ensuring our current communication channels fulfils the needs of our customers by providing quick, concise responses and viable solutions. This will be a high visibility role that will interact with all levels of our company.
Position Key Duties and Responsibilities:
- Utilize various tools (Outlook, Service Now, EtQ Reliance) to manage the incoming user concerns related to the QMS
- Primary owner of the user account creation and maintenance process for our EtQ Reliance software.
- Act as our 1st level responder for all service now requests. These requests center on user experience and system outages. Primary responsibility will be to categorize and prioritize incoming tickets and route them to their respective owners.
- Monitor shared mailbox for incoming issues and execute based on a predetermined use case scenario and associated playbook.
- Maintain Monthly/Quarterly Metrics update (Excel Based) and reporting availability.
- Updating established work instructions as changes occur. Assist in knowledge transfer between organizations.
- Assist in the day-to-day execution of our design and deployment efforts as it relates to user experience.
- Responsible for coordinating the regional translation efforts related to our EtQ Reliance software.
Competencies and Success Factors:
- Demonstrated strong customer service orientation.
- Solid interpersonal skills with the ability to influence and motivate associates and to interact with various departments throughout the organization
- Team oriented proactive change agent with a hands-on, collaborative approach in implementing and maintaining operating disciplines
- Problem solving techniques, process improvement tool knowledge preferred
- Proficiency in information technology systems utilized in Quality Management Systems and process
Experience and Skills Required:
- Associates Degree preferred.
- Experience in quality management, operations, lean manufacturing processes and visual management preferred but not required.
- Excellent interpersonal skills, and strong team player
- Professional in both customer and supplier interaction
- Proficient in Windows 10 and Microsoft Office (Excel, Word, PowerPoint)
- Proficient in the English Language
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.
