Customer Consultant - EBI
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.
Job Summary：
Job Summary：
The Customer Consultant is dedicated to serve customers and act as their representative to check
on work that has been delivered to ensure quality and on time completion.
The Customer Consultant must understand the internal escalation process in order to ensure
customers’ issues are being addressed and handled promptly by respective stakeholders to resolve
issues, especially Hot Jobs. The position understands customers’ needs and work out solution
offerings to meet those needs.
The Customer Consultant is a Customer Advocate who drive resolution of issues which may require
resources and/or agreement across several departments. Customer Consultant has the customer's
best interest in mind and the goal is to address the immediate customer issue in a highly responsive
manner, proactively identify the root-cause and provide recommendations for resolution.
Customer Consultant is a key point of contact for customers in assigned accounts or geographic area
and provide both pre- and after-sales support. He or she is responsible for developing long-term
customer relationships to achieve customer satisfaction, maximize account penetration and customer
in compliance with the company’s strategy. The role requires technical knowledge, customer focus,
and ability to work closely with other departments and functions to deliver value to customers.
Responsibilities:
on work that has been delivered to ensure quality and on time completion.
The Customer Consultant must understand the internal escalation process in order to ensure
customers’ issues are being addressed and handled promptly by respective stakeholders to resolve
issues, especially Hot Jobs. The position understands customers’ needs and work out solution
offerings to meet those needs.
The Customer Consultant is a Customer Advocate who drive resolution of issues which may require
resources and/or agreement across several departments. Customer Consultant has the customer's
best interest in mind and the goal is to address the immediate customer issue in a highly responsive
manner, proactively identify the root-cause and provide recommendations for resolution.
Customer Consultant is a key point of contact for customers in assigned accounts or geographic area
and provide both pre- and after-sales support. He or she is responsible for developing long-term
customer relationships to achieve customer satisfaction, maximize account penetration and customer
in compliance with the company’s strategy. The role requires technical knowledge, customer focus,
and ability to work closely with other departments and functions to deliver value to customers.
Responsibilities:
1. Act as customers’ representative and point of contact for any and all matters specific to the
customers
2. Encourage customer growth and loyalty to the company through continuous support and
customer assistance
3. Manage a portfolio of accounts and utilizes account management process to identify key
customers and to develop specific action plans to grow identified accounts
HRBP WI 0038-01 Job Description Template Page 3 of 3
Company Confidential Printed copies are valid only on the date of print. Print Date: 7/16/2020
4. Identify potential options that would be required to meet customer needs and work closely
with Technical Support Team to make those options available to customers
5. Identify potential opportunities with existing and new customers and update customers on
Trane Care Service Offering.
6. Resolve customer complaints by investigating problems with internal stakeholders; develops,
evaluates, and discusses possible solutions internally and make recommendation to
customers.
7. Organize regular Service Reviews with customers and Ops team on Hot Jobs and critical
issues.
8. Understand customers / Vertical Market Needs and determines pricing and selling strategies.
9. Prepare and review contract terms and conditions using standard Trane templates when
applicable.
10. Provide marketplace feedback, including competitive information, customer expectations,
industry trends, etc.
11. Compliance with Foreign Corrupt Practices Act (FCPA), Code of Ethics, and IR's set policies
and procedures
Qualifications:
customers
2. Encourage customer growth and loyalty to the company through continuous support and
customer assistance
3. Manage a portfolio of accounts and utilizes account management process to identify key
customers and to develop specific action plans to grow identified accounts
HRBP WI 0038-01 Job Description Template Page 3 of 3
Company Confidential Printed copies are valid only on the date of print. Print Date: 7/16/2020
4. Identify potential options that would be required to meet customer needs and work closely
with Technical Support Team to make those options available to customers
5. Identify potential opportunities with existing and new customers and update customers on
Trane Care Service Offering.
6. Resolve customer complaints by investigating problems with internal stakeholders; develops,
evaluates, and discusses possible solutions internally and make recommendation to
customers.
7. Organize regular Service Reviews with customers and Ops team on Hot Jobs and critical
issues.
8. Understand customers / Vertical Market Needs and determines pricing and selling strategies.
9. Prepare and review contract terms and conditions using standard Trane templates when
applicable.
10. Provide marketplace feedback, including competitive information, customer expectations,
industry trends, etc.
11. Compliance with Foreign Corrupt Practices Act (FCPA), Code of Ethics, and IR's set policies
and procedures
Qualifications:
• Bachelor's degree in engineering or equivalent HVAC sales experience.
• Knowledge in HVAC system, Chiller Plant, Airside, Energy Services and Building Services will
be an added advantage.
• Ability to read, analyze, and interpret engineering documents.
• Able to solve complex problems. Integrates and interprets data from diverse sources to find
solutions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form
and deal with several abstract and concrete variables.
• Excellent verbal and written communication skills
• Able to work independently and collaborate with multi-functional teams
• Organizational and time management skills
• Customer focus mindset
• Innovative mindset and willing to explore new front
• Strong computer skills in a Microsoft Office environment
Key Competencies:
• Knowledge in HVAC system, Chiller Plant, Airside, Energy Services and Building Services will
be an added advantage.
• Ability to read, analyze, and interpret engineering documents.
• Able to solve complex problems. Integrates and interprets data from diverse sources to find
solutions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form
and deal with several abstract and concrete variables.
• Excellent verbal and written communication skills
• Able to work independently and collaborate with multi-functional teams
• Organizational and time management skills
• Customer focus mindset
• Innovative mindset and willing to explore new front
• Strong computer skills in a Microsoft Office environment
Key Competencies:
• FC: Build Trusting Relationship – Use appropriate interpersonal styles to establish effective
relationships with customers| interacting with others in a way that promotes openness, trust
and gives them confidence in one’s intentions. Understand complex behavior of others as
insights into their motivations, feelings, and predicted behavior.
• FC: Solution Selling – Builds relationships with customers by understanding and working on
customer expectations and continually seeking feedback by listening to the voice of
customers; conduct comprehensive study of the served market, and develop strategy and
marketing plan towards Service Agreement penetration.
• FC: Market/Industry Awareness – Understand market and industry drivers, challenges to
cultivate opportunities resulting in value solutions for Trane and its customers.
• FC: Technical Knowledge – Understand and promote the service offerings such as service
agreements, Trane Care Services, overhaul and energy saving initiatives, OEM parts sales
and HVAC system and equipment functions to aiming at customers' maintenance dollars and
yearly budgetary plan for plant room improvement and maintenance.
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.
relationships with customers| interacting with others in a way that promotes openness, trust
and gives them confidence in one’s intentions. Understand complex behavior of others as
insights into their motivations, feelings, and predicted behavior.
• FC: Solution Selling – Builds relationships with customers by understanding and working on
customer expectations and continually seeking feedback by listening to the voice of
customers; conduct comprehensive study of the served market, and develop strategy and
marketing plan towards Service Agreement penetration.
• FC: Market/Industry Awareness – Understand market and industry drivers, challenges to
cultivate opportunities resulting in value solutions for Trane and its customers.
• FC: Technical Knowledge – Understand and promote the service offerings such as service
agreements, Trane Care Services, overhaul and energy saving initiatives, OEM parts sales
and HVAC system and equipment functions to aiming at customers' maintenance dollars and
yearly budgetary plan for plant room improvement and maintenance.
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.