Technical Support

About This Role

This technical support role involves assisting customers with field issues related to electrical, electronic, and thermodynamic problems, and analyzing historical data for diagnostics. It also includes providing feedback to internal departments on confirmed field issues and managing warranty claims and spare parts. The position is suitable for a candidate with a technical background and experience in a similar role.

Responsibilities

• Support customers (including in real-time) on issues encountered in the field by their respective services, of both electrical, electronic, and thermodynamic nature
• Analyze historical data downloaded from unit controllers in the field with operating problems, for diagnostic purposes on the cause of the problem
• Provide feedback to internal departments (Engineering, Production, Industrialization, Quality Control, etc.) on confirmed field issues attributable to design/industrialization/production defects or defective/inadequate components
• Open tickets for issues reported from the field, attaching objective evidence sent by the customer along with the claim (photos, videos, etc.)
• Send user/service manuals and documentation for sold units (CE declaration, FGAS declaration, component certificates, refrigeration/electrical/overall dimensions diagrams, etc.)
• Manage the supply of spare parts under warranty
• Evaluate warranties
• Evaluate the return of defective components for supplier analysis
• Program controllers supplied as spare parts under/out of warranty
• Support the management/programming of controllers mounted on sold units
• Support training activities in any training sessions
• Be available to receive training from the Software Office on controller operating logics with each new project release

Requirements

• Good knowledge of spoken and written English; knowledge of a second language is a plus
• Technical diploma (electronic/electrotechnical, mechanical, etc.)
• At least two years of experience in the role
• Familiarity with Office applications
• Preferable knowledge of SAP

Benefits

• Competitive compensation and comprehensive benefits and programs

Important Details

• Schedule: Full-time
• Contract: Permanent
• Collective Bargaining Agreement: Metalworking Industry CNEL C011

About the Company

Trane Technologies is a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes, and transportation. Through its businesses, including Trane® and Thermo King, the company focuses on putting the planet first and challenging what's possible for a sustainable world.