Technical Service and Equipment Engineer

JOB SUMMARY

With over 50 years of proven performance, Zonatherm Products and Therm Flo provide complete, end-to-end solutions for essential and mission critical power and cooling systems-serving industries from data centers, hospitals, and municipalities to industrial and commercial facilities. From initial planning and expert guidance to custom equipment, system design, installation, and ongoing support, we deliver a fully integrated approach that keeps operations running smoothly.

The Technical Service and Equipment Engineer plays a key role in driving revenue growth and delivering mission critical solutions for our customers. They serve as the technical backbone of the sales process-supporting Outside Sales, engineering teams, and end users by providing solution design, product expertise, and fast-moving commercial support.

They specialize in positioning advanced power and thermal technologies from industry leaders such as Vertiv and Generac Mission Critical, helping customers navigate complex infrastructure needs across data centers, healthcare, industrial facilities, telecommunications, and other always on environments.

ESSENTIAL RESPONSIBILITIES

• Creates technically sound and commercially competitive proposals, including equipment selections, bill of materials, submittals, project configurations, and engineered solutions that support customer requirements.
• Functions as the customer's trusted advisor and resource for technical expertise and product application solutions by effectively communicating service options and product line offerings, features, and benefits to promote the Therm Flo and Zonatherm advantages.
• Provides dedicated support to answer or coordinate responses for customer inquiries, project specifications, application questions, design requests, requests for quote, and solution-based discussions.
• Proactively collaborates with Outside Sales to qualify new opportunities, identify technical fit, and develop strategies that win business in the mission-critical market.
• Provides information on product availability, pricing, competitive, or legacy portfolio status and cross-references suggestions.
• Generates, updates, and tracks CRM opportunities-whether originated or assigned-while maintaining accurate logs of all sales activity and progress.
• Maintains product and technical knowledge by performing ongoing company and represented manufacturer training.
• Partners with engineering teams, to interpret drawings, recommend product selections, and support customers through the design-assist process.
• Supports customers through the full project lifecycle-from initial concept through order entry, delivery coordination, and post-sale follow-up-to ensure a seamless and positive experience.
• Communicates effectively with our manufacturers, customers, vendors, sales, engineering, accounting, service, and distribution center teams.
• Attends monthly sales and industry-related social and networking events to educate and promote products and services.
• Acts as a brand ambassador for Vertiv and Generac Mission Critical solutions within the fast-expanding data center and mission-critical infrastructure ecosystem.

SECONDARY RESPONSIBILITIES

• Comprehends and adheres to all safety, quality, and Company guidelines specified in the Employee Handbook, the safety policy manuals, quality procedures, or any official Company documents.
• Other duties, as assigned.

HOW YOU SUCCEED IN THIS ROLE

• Proactively provide technical support to the team for maintenance service agreements and supporting small equipment sales.
• Own outreach to drive customer renewal of maintenance service agreements and support technical parts questions.
• Support service agreement execution and delivery internally across departments and provide specifications for replacement equipment as required.
• Enter updates in the CRM regarding leads, customer interactions, support selling campaigns, and provide detailed progress notes on accounts.
• Attend social networking, and industry-related educational and promotional events, representing all lines of business with a focus on service offerings.

Requirements

ESSENTIAL QUALIFICATIONS AND REQUIREMENTS:

• Education: Associate's degree.
• Experience: 3-5 years of experience customer service and/or coordination for dispatched service delivery.
• Communication Skills: Effective verbal and written communication skills. Ability to maintain a fair, firm, and friendly approach with customers. Collaborative communication skills and the ability to convey information effectively through excellent written and verbal communication. Ability to listen effectively to understand the needs of internal and external customers. Ability to talk with customers, coworkers, and vendors, and appropriately adjust technical content to meet different audience knowledge.
• Computer Skills: Expert knowledge Microsoft Office suite, experience with Power BI and other analysis software, and experience with customer record management software.
• Organizational Skills: Ability to handle multiple…