Remote Support Specialist – Des Moines, IA

At Trane TechnologiesTM 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.

We are looking for our next Remote Support Specialist to join us in the Des Moines, IA area!

Job Summary:

Provide exceptional customer service to internal and external customers through performance and execution of Intelligent Service agreements. Develop strong customer relationships with building owners, work in coordination with the Intelligent Service regional team, Iowa service team (and surrounding areas), and direct sales teams in developing system solutions. Maintain the Intelligent Service agreement base and pull through business from these agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Function as part of the Midwest Regional Intelligent Services Team.
• Communicates with customers pro-actively regarding their system performance
• Heavy phone and email interaction with customers (internal and external); answers incoming phone calls and emails professionally 
• Perform remote site analysis via modem or web access as needed
• Scheduled remote inspection
• As needed support remote inspections
• Ability to navigate various Tracer systems and troubleshoot problems
• Develops issues and findings reports AND identified recommended next steps
• Can self-perform recommended remote fixes
• Tracks support calls well and communicates regular updates to ALL appropriate parties (internal and external)
• Identifies potential energy projects, HVAC system changes, and upgrades then reviews with IS Account Engineers and/or the account managers (sales team).
• Utilizes plans, specifications, and knowledge of controls/ HVAC industry to analyze Energy Projects or other Building Projects
• Communicates effectively with customers and their representatives, including building owners, mechanical contractors, other trades, subcontractors, and field support staff.
• Fulfill contract obligations effectively, efficiently and within safety standards.
• Assist as needed with development of solutions working with all Iowa sales teams, service teams, the intelligent service regional team and the Intelligent Service Regional Operations Leader.
• Responsible for completing and turning in all service reports, inspection sheets, and timesheets in a timely manner
• Will plan forecasted work and schedule as needed with the customer service representatives
• Will maintain correspondence with customer service representatives daily to include all customer site visits
• Attend required training courses

OTHER SKILLS

• Exceptional customer service skills
• Strong organizational skills
• Excellent communication skills
• Be able to follow directions and work well with others
• Be motivated and be a self-starter and work independently
• Microsoft Office Applications
• Data Analytics

QUALIFICATIONS:

• 10 years of HVAC field technical services experience; at least 5 years of Building Automation field experience
• Must possess very strong customer service skills, collaboration, communication and problem-solving abilities
• Strong knowledge of Building Automation Programming architecture, HVAC equipment systems (to include Chilled Water Systems, Unitary and Airside systems)
• Preference for someone with experience with Trane’s common Building Automation Systems (Tracer, Tracer SC, Tracer Summit, LON and BACNET protocols)

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.

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