Technical Support Engineer
Location: As required by the business
Reports To: Technical Support Manager / Engineering Manager
Job Purpose
The Technical Support Engineer provides technical expertise and support across ICs Cool Energy's products, services, and engineered solutions. The role supports internal teams and customers by troubleshooting issues, advising on equipment selection, commissioning, and ensuring safe, efficient, and reliable system performance.
Key Responsibilities
- Provide day-to-day technical support to service engineers, operations teams, sales teams, and customers.
- Diagnose and resolve faults related to cooling, heating, and temperature control systems; support troubleshooting remotely and on site.
- Interpret technical drawings, schematics, wiring diagrams, P&IDs, manuals, and specifications.
- Guide installation, operation, maintenance, and repair practices.
- Support design, selection, and application of IC Cool Energy equipment and solutions.
- Assist with technical reviews of customer requirements, project specifications, and system designs.
- Ensure solutions are technically compliant, practical, and aligned with operational needs.
- Provide technical assistance during commissioning, start up, servicing, and breakdown response.
- Support root cause analysis for equipment failures and recommend corrective actions.
- Develop service methods, testing procedures, and technical work instructions.
- Create and maintain technical documentation, service bulletins, troubleshooting guides, and support materials.
- Record technical issues, investigations, actions taken, and lessons learned for manuals, SOPs, and knowledge bases.
- Produce clear reports for internal stakeholders and customers.
- Collaborate with service, sales, engineering, projects, and operations teams to deliver technical solutions.
- Support training and knowledge sharing for engineers and colleagues.
- Escalate complex issues to senior engineering or product specialists.
- Contribute to continuous improvement initiatives across products, processes, and service delivery.
Key Skills & Experience
- Strong technical knowledge of cooling, HVAC, refrigeration, heat pump, or temperature control systems.
- Experience in technical support, service engineering, applications engineering, or similar engineering role.
- Ability to diagnose faults and solve technical problems methodically.
- Good understanding of mechanical, electrical, and control systems.
- Ability to read and interpret technical drawings and engineering documentation.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities and respond effectively under pressure.
- Customer focused approach with strong collaboration skills.
- Competence in Microsoft Office and relevant service or engineering systems.
Qualifications
- Degree, HNC/HND, NVQ, apprenticeship, or equivalent qualification in Mechanical Engineering, Electrical Engineering, Refrigeration, HVAC, Building Services, or related discipline.
- Relevant technical certifications or industry training would be advantageous.
- Valid driving licence may be required depending on the role.
Desirable Experience
- Supporting rental cooling or heating equipment, chillers, boilers, air handling equipment, or process temperature control systems.
- Familiarity with refrigeration principles, fluid systems, electrical fault finding, and control panels.
- Knowledge of commissioning practices, performance testing, and technical compliance requirements.
- Experience working in industrial, commercial, or critical environment applications.
Key Behaviours
- Safety focused
- Customer oriented
- Analytical and solution driven
- Collaborative
- Organised and dependable
- Committed to continuous improvement
Performance Measures
- Response time to technical queries
- First time resolution rate
- Reduction in repeat technical issues
- Support for uptime and equipment reliability
- Quality and timeliness of technical documentation
- Stakeholder satisfaction
Compensation & Benefits
We offer competitive compensation and comprehensive benefits and programs.
Equal Opportunity Statement
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. At Trane Technologies, we are committed to providing reasonable accommodations to candidates and employees needing assistance with application or recruitment processes due to disability or impairment.