Phone Technical Support Engineer

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Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.

Trane in Noblesville, IN is hiring for a Phone Based Technical Support Engineer to join our team. In this role, you will provide complex technical support and assistance to customers via email, phone, and/or other remote methods. Respond to customer inquiries on organizational products and services, including installation, operational functions, and maintenance. Provide 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, uptime, performance, and customer satisfaction.

Accurately document customer interactions including details of inquiries, complaints, comments, troubleshooting steps, root cause analysis, and actions taken to resolve product malfunctions. Possess a strong understanding of the organization's products and services, good customer service skills and the ability to negotiate with multiple levels of customers.

Evaluate customer needs and work with Engineering team members as necessary to influence product improvements and enhancements. These team members are empowered to resolve all issues and escalation expectations are to be only rare cases.

• Promotes Life Science Solutions 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 communicate with Life Science Solutions customers and distributors worldwide regarding product failures and complaints via telephone, fax, and email.
• Document customer communication and root cause analysis. Manage open events to ensure customer satisfaction.
• Work with outside service and distribution partners for support of products both in and out of warranty.
• Provide assistance and guidance to Level 1 technicians.
• Other duties/responsibilities and projects as assigned (i.e. product updates).

• Relative
  
  Work Experience:
  
  3‑5 years related work experience (technical service, refrigeration (Cascade a plus), 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. Fourth Shift and Microsoft CRM preferred.
• Key
  
  Competencies:
  • 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 build 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 effective problem resolution.
  • Ability to promote and identify process improvements in the work environment, actively seeking to make things better.
  • Ability to actively partner with Level 1 Techs to provide them with pertinent information, techniques, instruction, feedback and encouragement to maximize their success on the job.