At Trane Technologies TM 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.
Join Thermo King, a leader in innovative climate solutions, as our next Technical Product Support expert. In this dynamic role, you will diagnose and resolve complex product issues, working closely with customers, dealers, and internal teams to ensure the highest performance of our advanced telematics and connected suite solutions. You will contribute to building a sustainable future while supporting field tests, developing technical documents, and delivering expert guidance across our organization. Ideal candidates bring strong communication, problem-solving, and technical support skills, along with a commitment to driving impactful results for our customers and our planet. If you’re ready to boldly challenge what’s possible and help lead the way in climate innovation, we invite you to apply and grow with us!
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:
We value our employees’ ability to thrive both at work and at home through a work arrangement that supports collaboration, productivity, well-being and flexibility.
In-office Days: Onsite Monday to Thursday, engaging with your colleagues.
Flexible Location Day: On Fridays enjoy the flexibility to work from a location that best suits your productivity and personal needs.
What you will do:
Acquire, organize, and analyze product performance information from end-user customers, dealers, or corporate personnel through case management and phone systems to diagnose and resolve issues.
Travel to user or dealer locations as needed to evaluate telematic performance information and determine final resolution of service-related issues.
Continuously improve communication for escalation of connectivity issues by customers and dealers to streamline customer support and enhance response time.
Provide engineering, manufacturing, purchasing, and marketing teams with information on user VOC (Voice of Customer), unit service, and application requirements. Review proposed unit designs and recommend changes based on user application needs.
Collaborate closely with Thermo King’s Service Department personnel and Connected Suite engineering team to formally report service issues in Salesforce for service resolution documentation.
Conduct research and write service bulletins, specialized technical manuals, and other literature involving complex service procedures and commercial projects. Proofread technical and marketing literature as required.
Support field test programs for components, feature and software updates, and units, providing feedback to all appropriate stakeholders.
Offer expert problem diagnosis, technical information, and advice to users, dealers, and corporate personnel.
What you will bring:
Demonstrated experience providing technical support services for software solutions, preferably in telematics or IoT solutions.
Minimum of 2 years’ experience in telematics, controls, technical field service support, or customer service.
Ability to travel up to 20% or as needed and provide remote training for end-user customers, dealers, and commercial field team representatives.
Excellent communication and presentation skills.
Key Competencies:
Problem Solving/Troubleshooting: Analyze product or customer problems and initiate corrective actions both at customer sites and within TK engineering and manufacturing areas.
Resource Responsibility: Independently recognize needs, create a plan, and proceed with minimum direction. Responsible for "owning" connected suites (telematics) customer support.
Persuasion Skills: Develop and initiate solutions to serious service-related problems. Gain cooperation and support from end-user customers, Design Engineering, Manufacturing, and Marketing to correct in-house problems and utilize the field organization to effect solutions at the lowest possible cost to Thermo King products.
Communication/Interpersonal Skills: Handle confidential matters with the highest level of discretion and decorum. Use active listening techniques to confirm and understand information, identify critical concerns, and take appropriate action. Remain calm in stressful situations with various personality types.
Teamwork: Build strong working relationships with a diverse set of constituencies. Provide administrative support to other offices, departments, and managers to accomplish tasks.
Time Management: Effectively manage time and handle multiple tasks
Compensation:
Base Pay Range: $90,000 – 105,000
Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, and geographic location where the work is performed.
Equal Employment Opportunity:
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
