At Trane Technologies TM 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：

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:

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:

• 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:

• 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.