Remote Support Specialist- King of Prussia, PA

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.

Trane is looking for a Remote Support Specialist in King of Prussia, PA. 

Job Summary：

This position is a support role within the Service Department, which provides customer support functions. The Remote Support Specialist is an office role with strong technical skills in Building Energy Management Systems (BEMS); An RSS is expected to provide exceptional customer service to internal and external customers through performance and execution of Digital service agreements, BAS retrofit projects, small energy projects, and system service. This role is expected to develop strong customer relationships with building owners and operators through remote issue resolution and assessment. Work in coordination with Digital and Intelligent Services, controls and service teams, account managers and other stakeholders to leverage our digital offerings and provide remote solutions.

Responsibilities: 

This role has been designated by the Company as Safety Sensitive

• Remotely connect to customer sites to view and manipulate building system programs.
• Monitor critical building metrics, react to trouble codes and alarms if needed, check systems for operational integrity, make small-scale adjustments to a building system program; notify and interact with customers or internal personnel when necessary.
• Participate in Trane’s “Field IT” (FIT) team to assist other team members in the Mid-Atlantic region in connectivity and cyber security. 
• Troubleshoot connectivity issues, communicate with customer IT representatives to solve problems related to networking and communications. 
• Summarize findings, develop solutions and communicate to necessary recipients. Can self-perform recommended fixes.
• Maintains necessary documentation and records actions according to standard work processes for future customer interaction review
• Identifies potential energy projects, HVAC system changes and upgrades. Reviews findings and recommendations with IS Account Engineer, Account Manager and other stakeholders. 
• Utilize digital tools to execute building and system data reviews to monitor building performances and metrics. Makes recommendations as needed for optimization and executes adjustments as requested.
• Fulfills connected building scheduled inspections assigned work as part of service contract fulfillment.
• Performs building surveys of HVAC Equipment/controls and operational costs and validates preliminary information with customer. 
• Participates in new service agreement turnover (TIP) meetings to review Intelligent Service Agreements scope with other team members for the purposes of planning work. 
• Provides knowledge and consultation in the form of developing Energy and Building Performance solutions based on feedback from engineers and building data 
• Develops, evaluates, and discusses possible solutions with Intelligent Services Account Manager, Project Manager, Account Engineer, Intelligent Services Area Service Manager, field Technicians, and customers.
• Communicates with customers pro-actively regarding their system performance
• Utilizes plans, specifications, and knowledge of controls/ HVAC industry to analyze Energy Projects or other Building Projects
• Communicates with customers and their representatives, including building owners, mechanical contractors, other trades, subcontractors, and field support staff. 
• Prepares written reports for customers and other internal personnel on building performance metrics and observations, recommendations, trouble log summary etc
• Performs other misc. office duties as requested (ie report writing, team meetings, manage Company emails, etc)
• Frequent communication with Digital Resource Coordinator, Engineering team, and other stakeholders regarding scheduled work to provide updates on progress

Qualifications:

• High School Diploma, GED, or equivalent; Bachelor’s Degree is desirable but not required;
• 10 years+ of HVAC field technical services experience
• 5+ years of Building Automation field experience at the Mid-Level to Journeyman level.
• Valid driver’s license but this position does not include a work vehicle
• Strong knowledge of Trane Building Automation Programming architecture, HVAC equipment systems (to include Chilled Water Systems, Unitary and Airside systems) 
• Understands most common Building Automation Systems (Tracer, Tracer SC/SC+, Ensemble, Tracer Summit, LON and BACNET protocols).
• Experience in networking troubleshooting, and architecture of IT systems including VLAN, VPN, routers, switches, firewalls, ports, DNS, etc. 
• Strong computer skills and ability to write Technical Reports, E mails etc. 
• Working knowledge of office equipment and Microsoft Office products.
• Ability to communicate (verbal, written) effectively with others.
• Ability to read, analyze, and interpret mechanical and controls drawings. Ability to write reports, business correspondence, client-facing documentation. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Key Competencies:

• Be able to work independently
• Draw conclusions from data presented and based on experience / training
• Excellent customer service, communication skills, collaboration, communication and problem-solving abilities. 
• Collaborate with others to develop comprehensive solutions to customer issues
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk and hear. 
• The employee frequently is required to sit and use hands to operate a mouse, computer keyboard, telephone and perform other general office work related movements.
• The employee is occasionally required to stand, walk, and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds. 

Base Compensation Range is $30-40hr

Disclaimer: This base salary range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed. 

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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