Technical Product Support

Overview

Diagnose and resolve telematics issues, support customers, dealers, and internal teams.

Key Responsibilities

• telematics support
• problem diagnosis
• case management
• service reporting
• field testing
• technical docs

Tasks

-Resource Responsibility: Independently recognize needs, create a plan, and proceed with minimum direction. Responsible for "owning" connected suites (telematics) customer support. -Offer expert problem diagnosis, technical information, and advice to users, dealers, and corporate personnel. -Time Management: Effectively manage time and handle multiple tasks -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. -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. -Problem Solving/Troubleshooting: Analyze product or customer problems and initiate corrective actions both at customer sites and within TK engineering and manufacturing areas. -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. -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. -Teamwork: Build strong working relationships with a diverse set of constituencies. Provide administrative support to other offices, departments, and managers to accomplish tasks. -Support field test programs for components, feature and software updates, and units, providing feedback to all appropriate stakeholders. -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.

Requirements

• travel
• remote training
• communication
• 2+ years
• telematics
• technical support

What You Bring

-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. -Minimum of 2 years’ experience in telematics, controls, technical field service support, or customer service. -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. -Demonstrated experience providing technical support services for software solutions, preferably in telematics or IoT solutions.

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Benefits

-Flexible Location Day: On Fridays enjoy the flexibility to work from a location that best suits your productivity and personal needs. -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! -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. -Family building benefits include fertility coverage and adoption/surrogacy assistance.

About Trane Technologies

-Delivers cutting-edge climate solutions. -Global leader in creating sustainable, energy-efficient HVAC systems and services. -Offers a wide range of products, including air conditioning, heating, and ventilation systems. -Works with clients across residential, commercial, and industrial sectors to reduce energy consumption. -Specializes in advanced technologies for decarbonizing building systems and improving energy efficiency. -Typical projects include large-scale HVAC installations in commercial and industrial buildings. -Notable for integrating digital technology into traditional HVAC systems for smarter building solutions.

Sector Specialisms