**The Trane Company**
**Position Description - Version 1\\.0**
**Job Title:** Technical Support Coordinator \\(TCS\\) **FLSAStatus:** Exempt
**Process:** ISC **EEO Job Code:**
**Reports To:** Engineering Leader \\(TCS\\) **PreparedDate:** 11\\-20\\-2017
The Technical Support Coordinatoris part of the Creative Solutions Engineering team and is responsible forproviding technical service support / troubleshooting assistance to Trane ServiceTechnicians and customers\\. This support would be given to internal and externalcustomers including; field sales, parts and service personnel, independentcontractors and technicians, equipment owners and maintenance personnel\\. Relatedtechnical service duties will include the documentation of customer feedback,technical knowledge and service literature\\. Additional support duties wouldalso include assistance in writing, reviewing, and documenting qualitystandards for the TCS Engineering & Production teams\\.
**ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include thefollowing\\.** **Other functions may beassigned\\.**
?Develop andmanage a high\\-performing team of professionals including a technical supportengineer\\.
?Review, develop,and manage technical service and warranty processes for optimal efficiency andeffectiveness\\.
?Coordinate and usecreative problem solving skills to help troubleshoot and determine root causesfor warranty issues, and to help customers find solutions to HVAC and businessproblems; includes leading problem\\-solving teams\\.
?Coordinates theprovision of warranty parts and the negotiation of service labor to resolveissues with TCS products\\.
?Scheduleswarranty service work as needed in coordination with other leaders and staff\\.
?The ability to communicate technicalconcepts and troubleshooting instructions either via the telephone or in writing\\.
?Strong interpersonal and customerservice skills, and negotiating ability are needed to excel in this position\\.
?The ability to maintain aprofessional, cooperative temperament with internal and external customers inhigh stress situations\\.
?Maintain a highlevel of knowledge and understanding of customer expectations and productstandards\\.
?Maintainscustomer satisfaction by investigating concerns, routing them to theappropriate staff, managing ongoing problem jobs, and responding to specialrequests\\.
?Works inpartnership with the TCS Engineering Leader to develop product line qualitystandards\\.
?Works with theproduct managers and sales engineers to develop technical support call sheetsas well as assist when technical support and warranty issues arise\\.
?Work with TSC productionto occasionally test product directly with testing technician or engineer\\.
?Assist in review/developmentof quality documents/standards for TCS plant floor personnel & engineering\\.
?Develop andmaintain accurate technical service reference documentation\\.
?Document customerand Trane personnel feedback to enable communication of issues to other teamswithin CST as well as to other departments within Trane, in order to lowerwarranty expenses and reduce quality issues\\.
?Initiates and/orparticipates in engineering reviews and engineering risk management discussions\\.
?Assists the qualityteam to monitor returns/defects, and issue corrective actions \\(internal\\) and/orservice bulletins \\(external\\)\\.
?Uses a variety ofcomputer programs including Microsoft Office products and specialty warrantytracking programs\\.
?Read and analyzeelectrical schematics, refrigerant piping diagrams, custom graphicalprogramming, installation and operations manuals, and 3D models of parts andassemblies\\.
?Assists withgeneral office and shop initiatives as needed, helping to improve the businesswhile controlling expenses and increasing income\\.
?Attends,contributes to, and/or leads meetings with team members, salesmen, customers,and management as needed\\.
?Promotes companysafety policies to team members and subcontractors\\.
?Submits accurate,timely reports as required\\.
?Maintains a cleanand organized work area\\.
?Flexibility tooccasionally work outside normal work hours/weekends when needed\\.
?Flexibility tooccasionally travel with overnight stays to perform on\\-site analysis ofquality\\-related issues\\.
This person may coachsubordinates in technical support processes\\.This person is responsible for the overall direction, coordination, andevaluation of the processes of the technical support team\\.This person carries out management/leadershipresponsibilities in accordance with the organization's policies and applicablelaws\\. Responsibilities include interviewing, hiring, and training employees;planning, assigning, and directing work; appraising performance; rewarding anddisciplining employees; addressing complaints and resolving problems\\.
QUALIFICATIONSToperform this job successfully, an individual must be able to perform eachessential duty satisfactorily\\. The requirements listed below are representativeof the knowledge, skill, and/or ability required\\.Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions\\.
Theability to use logic and analytical skills to solve technical problems isrequired, along with a mechanical aptitude and ability to work withinstrumentation and electrical / electronic systems\\.An understanding of safe refrigerant handlingtechniques, and EPA 608 certification preferred\\.A clear understanding of electrical safetystandards as they apply to servicing HVAC equipment is also required\\.
**EDUCATION and/or EXPERIENCE**
Bachelors degree in engineering,HVAC, or applicable field preferred\\.Five- ten \\(5\\-10\\) years of experience in the HVAC industry/service businessrequired\\.Field work / test experiencewith HVAC refrigeration and electrical systems required\\.Excellent interpersonal and customer serviceskills required\\.Technical supportexperience with Trane products preferred\\.
Ability to read, analyze, and interpret plans, specifications, contractdocuments, control drawings, service bulletins, technical procedure manuals,equipment specifications, and governmental regulations\\.Ability to write reports, businesscorrespondence, and procedure manuals\\.Ability to effectively present information and respond to questions fromteam members, management, customers, and the general public\\.
Ability to work with mathematical concepts such as percentages, area,circumference, volume, discounts, interest, and proportions\\.Ability to use basic algebra andtrigonometry\\.Ability to apply theseconcepts and disciplines to practical situations\\.
Ability to define problems, collect data, establish facts, and draw validconclusions\\. Ability to interpret an extensive variety of technicalinstructions in mathematical or diagram form and deal with several abstract andconcrete variables\\.
**CERTIFICATES, LICENSES, REGISTRATIONS**
Valid Driver's License
Certification in HVAC/Refrigeration \\(preferred\\)
**PHYSICAL DEMANDS** **The physical demands described here are representative of those thatmust be met by an employee to successfully perform the essential functions ofthis job\\. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions\\.**
While performing the duties of this job, the employee frequently isrequired to stand, walk, sit, and use hands to operate computer keyboard andtelephone\\.The employee is occasionallyrequired to reach with hands and arms; climb or balance; and stoop, kneel orcrouch\\.The employee may frequently liftand/or move up to 50 pounds and occasionally lift and/or move up to 100pounds\\.Specific vision abilitiesrequired by this job include close vision, distance vision, color vision, depthperception, and ability to adjust focus\\.
**WORK ENVIRONMENT** **The work environment characteristics described here are representativeof those an employee encounters while performing the essential functions ofthis job\\. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions\\.**
This position requires working in both a typical conditioned officeenvironment and a typical semi\\-conditioned shop environment\\.The noise level in the office environment isusually moderate\\. The noise level in the shop environment is usually loud\\.While performing the duties of this jobrequired in the shop, the employee is regularly exposed to moving mechanicalparts, risk of electrical shock, and fumes or airborne particles\\. Occasionalwork outdoors, in mechanical/equipment rooms, in extreme weather conditions,and in areas with vibration are possible\\. The employee is occasionally exposedto wet and/or humid conditions and high, precarious places\\.
**Primary Location:** GRAND RAPIDS\\-Michigan
**Job:** Customer Service
**Shift:** Day Job
**Posting:** Feb 15, 2019, 2:30:39 PM
Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer and are dedicated to hiring qualified protected veterans and individuals with disabilities.
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