Cooling Technical Support Specialist

Cooling Technical Support Specialist

This position will be responsible for providing onsite technical services to customers in support of mission critical liquid cooling systems in our Buffalo, NY location. The cooling technical support specialist will execute the delivery of installation, startup, commissioning support, remedial and preventative maintenance (PM) services.

Participates in system deployment projects, by delivering installation, startup and/or commissioning support services. Provides onsite support by assisting in fault isolation of electro-mechanical systems. Identifies necessary parts to resolve customer equipment failures. Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required. Maintains accurate customer service records and reports within the case management system/CRM.

Contributes to the creation of knowledge articles and other technical-related documentation. Serves as a resource to sales personnel for assigned service area. Recommends improvements to manuals, operational processes and procedures as needed. Contributes to training course content development and provides training to customers and other field service personnel, as required. Maintains knowledge of new products. Other duties as assigned.

Experience with liquid cooling. Experience reading electrical schematics. Experience working with 200 – 440-volt equipment (high voltage). Prior experience with electro-mechanical equipment, servos, sensors, and actuators. Must have hands on hardware troubleshooting and repair experience. Ability to successfully apply technical knowledge to identify root causes. Ability to demonstrate excellent customer service and communication skills. Ability to read basic product drawings, electrical schematics, and technical specifications.

Requires the ability to manage priorities effectively. Ability to travel with little notice may be required. Troubleshooting skills and sound technical judgment. Ability to work both onsite independently and as part of a team. Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation. Ability to pass customer-specific background check processes, if applicable. Prolonged periods of working at customer facilities standing, lifting, bending, kneeling, etc.

Must be able to lift to 50 pounds vel may be required up to approximately 35% of the time.

You will report directly to the technical support manager. This is a hybrid position. Candidates located in the Buffalo, NY area will be expected to report to the local facility and support travel of up to 25% annually. Candidates located elsewhere in the United States will work remotely but must be able to travel to Buffalo, NY and customer sites as needed, with up to 35% annual travel.

Associate degree from two-year college/technical school with a certificate in an electrical/hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role. 5+ years of experience in field service or a similar technical support-related position. Must have experience with HVAC, single phase and three phase power. Experience reading electrical schematics. Experience working within data center environments, preferred.