Customer Success Manager – Transportation Solutions

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. Were a team that dares to look at the worlds 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.

What’s in it for you:

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient environments, it’s our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Do you dare to look at the worlds challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what’s possible for a sustainable world.

Thrive at work and at home:

Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE !

Family building benefits include fertility coverage and adoption/surrogacy assistance.

401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.

Paid time off, including in support of volunteer and parental leave needs.

Educational and training opportunities through company programs along with tuition assistance and student debt support .

Learn more about our benefits here (https://careers.tranetechnologies.com/global/en/benefits) !

Job Summary : In coordination with the Strategic Account Vertical Market Manager, the Strategic Account Customer Experience Manager will be responsible for developing service strategies for large national accounts with multiple locations across North America. Responsible for managing the technical service support and training requirements of assigned Strategic Accounts and Thermo King Dealers to deliver an exceptional and consistent service experience.

Where is the work: This is a Remote position.

What you will do:

Strategic service planning with assigned accounts to identify customer requirements and development of service level agreements with specific deliverables and tracking mechanisms.

Work closely with the Thermo King Dealer network to develop a comprehensive service plan to deliver a consistently excellent service experience that reduces customer’s costs and downtime and improves efficiencies.

Work directly with assigned customers that have their own maintenance shops to provide tools and training and to ensure local Thermo King Dealer engagement to deliver agreed to service levels.

Provide timely service support to technical, maintenance, installation, and training needs of assigned accounts and be able to manage and provide swift conflict resolution when required.

Effectively manage commercial policy within the assigned financial budget to quickly address customer issues to maintain relationships and to deliver an excellent customer experience.

Facilitate stronger communication to assigned accounts and dealers so they are well apprised on all service matters to reduce costs, downtime and improve efficiency.

Serve as the main service liaison between the customer, Thermo King Corporation and our dealers to ensure a consistent level of service.

Bring customer issues and awareness to Thermo King Corporation in order to develop long term technical and/or product development solutions to the market.

Develop and implement national training or customer support programs with each assigned account with participation from local Thermo King Dealer(s) when applicable that result in increased customer loyalty and in meeting or exceeding revenue quota.

Examples of programs include but are not limited to:

Technical training

New product training

Best practice development and deployment

Dealer support programs for assigned accounts

Opti-Set development, training and deployment

Provide overall improvement to the following processes… Unit Reliability, Commercial Policy, Warranty and future Sales.

What you will bring:

High School or Associate’s Degree and at least 5 years of technical school. College degree preferred

5-10 years overall experience, preferred in field service and/or service management.

Preferred industry experience in transportation and/or transport refrigeration

Prior experience working with dealers preferred

Proven ability to learn complex systems with strong technical acumen

Excellent training and communication skills

Ability to work with computer programs such as Excel, Word, Outlook and be able to learn proprietary TK software programs required to perform duties quickly

Comfortable and effective at conflict resolution

Effective problem solver

Travel: 60%

Compensation:

Base Pay Range: $ 94,950 to $125,550

Additional Compensation: Total compensation for this role also will include an incentive plan.

Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

Equal Employment Opportunity:

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.