Ingersoll Rand is uniquely qualified to create and sustain safe, comfortable and efficient environments. Our people and our market leading brands, including Club Car®, Ingersoll Rand®, Schlage®, Thermo King®, and Trane®, work together to inspire progress for our customers. For more information about Ingersoll Rand visit www.ingersollrand.com.
Ingersoll Rand’s Climate Solutions sector delivers energy-efficient HVACR solutions for customers globally. Its world class brands include Thermo King, the leader in transport temperature control and Trane, provider of energy efficient heating, ventilating and air conditioning systems, building and contracting services, parts support and advanced controls for homes and commercial buildings.
This position provides leadership for the team goal is to provide premier customer field support. The team is the primary support for resolution of technical product issues at customer job sites. The primary responsibility is to insure that technical support and complaint resolution is provided to all customers in a professional, timely manner. This individual must have intimate product and technical knowledge, and interpersonal skills to manage the Technical Service team. Your team will provide technical input on development projects and to Product Quality on field reliability improvements. Field travel is required to solve problem jobs and provide direct product support to equipment owners and Trane Field Service Engineers as needed.
•Ability to balance business requirements while being a champion for customer.
•Lead a team of highly technical skilled engineers to provide premier customer field support
•Use data to ensure the resources match the customer support requirements.
•Use data to inform the business about issues impacting customers and coordinate resolution with Quality and Engineering.
•Improve processes to ensure the team is providing technical service phone and email support in an efficient, professional manner to field service personnel, Trane product owners, operators, contractors and consultants. Maintain accurate reporting of conversations and interactions within the Trane Interaction Manager (TIM) system.
•Ensure team is creating written technical solutions for the HVAC Knowledge Center and/or conduct technical reviews of solutions for publishing.
•Create product service literature or manuals as appropriate to support product changes, problem resolutions or continuous improvement initiatives.
•Lead and/or participate as a team member on improvement teams involving defect reduction, formal corrective action, Lean Six Sigma projects and special events such as the annual field service committee meeting.
•Serve as a technical service resource for product development and process improvement teams and ensure the presence and integrity of quality criteria in both product and process documentation including quality criteria change control.
•Perform analysis of chiller service reports, chiller operating data and other technical data streams. Organize and present results of analysis as required to support data driven decision making.
•Support Product Management with customer requests for technical information.
•Use data to identify field problems trends and make recommendations for corrective actions; Develop and provide training in technical service disciplines, tools, and techniques.
- Able to travel approximately 15% to customer job sites to troubleshoot problems, train field personnel, provide general field support and assist with new product field testing and launches is required.
- B.S. Mechanical or Electrical Engineering or Engineering Technology with 10 years of HVAC product and/or HVAC service related experience; or an equivalent combination of relevant education and experience is required.
- Proficiency in Microsoft Office applications required; Call center related experience a plus.