Product Service Engineer

XNRGY Climate Systems is a North American leader in the sustainable design and advanced manufacturing of custom air-handling and liquid-cooling systems. With decades of HVAC engineering and manufacturing expertise, XNRGY delivers innovative, energy-efficient solutions for mission-critical industries, including hyperscale and modular data centers, healthcare, life sciences, semiconductors, and advanced manufacturing.

XNRGY is building and expanding its mission-critical service function to support its growing installed base of liquid-cooling and chiller products. As part of this growth, XNRGY is seeking an experienced Product Service Engineer to own the technical content connecting our factory, engineering teams, and field operations.

The Product Service Engineer is the accountable owner of XNRGY’s field-facing technical content for its liquid-cooling and mission-critical chiller product range. This includes startup procedures, installation, operation, and maintenance manuals; service bulletins; fault-code references; software and firmware compatibility matrices; field change notices; and related technical instructions.

This position serves as the technical bridge between the factory and the field. The successful candidate will have the engineering depth to challenge and collaborate with product engineers and the field credibility to provide guidance that technicians can rely on under demanding site conditions.

The Product Service Engineer will review warranty claims and field failures, identify recurring failure modes, and translate those findings into documentation and processes that improve future equipment performance, reliability, and serviceability.

This is an individual-contributor role focused on technical authoring, failure analysis, and product support. It is not a people-management or field-service scheduling position. The Product Service Engineer will not manage technicians or maintain startup schedules, although travel to customer sites will be required when complex failures, first-of-type startups, or technical validation warrant direct involvement.

The successful candidate will inherit a well-advanced draft technical library rather than begin with a blank page. This individual will establish permanent ownership, formal engineering approval, and disciplined revision control for field-facing technical content throughout the chiller lifecycle—from factory release through the end of warranty.

• Author and maintain startup procedures, installation, operation, and maintenance literature; service bulletins; field change notices; and technical instructions for the assigned product range.

• Own the consolidated fault-code reference across the chiller controller, compressor controller, and drive.

• Develop diagnostic paths for each fault family and distinguish between faults caused by a subsystem and those merely reported by it.

• Maintain software and firmware compatibility matrices by release, including backup, restoration, and update procedures for each control tier.

• Own required-tool lists, calibration requirements, machine-specific lockout/tagout procedures, and energy-source registers.

• Produce technically accurate, practical documentation designed for competent field technicians working under real-world site conditions.

• Establish and maintain formal approval, release, and revision-control processes for field-facing technical documentation.

• Analyze warranty claims and field-service reports to identify recurring failure modes.

• Distinguish product-related failures from installation, application, site, or service-execution issues.

• Own the root-cause analysis process for field failures, including…