Customer Support Engineer

Customer Support Engineer

LHH is seeking a Customer Support Engineer who enjoys solving technical challenges, working collaboratively, and providing exceptional customer support. This is an excellent opportunity for an engineer who thrives in a fast-paced environment and is looking to make a long-term impact while supporting mission-critical cooling systems. The anticipated salary for this role is between $70,000-$90,000 a year + 10% bonus.

Responsibilities:

• Troubleshoot and resolve chiller system issues, including refrigeration, electrical, mechanical, and fluid-related components.
• Monitor remote system alerts, emails, and phone calls to ensure timely responses to customer service requests.
• Communicate directly with customers to assess issues and provide technical guidance.
• Coordinate and dispatch third-party HVAC service technicians for field service events.
• Support service providers during on-site troubleshooting to identify and resolve equipment problems efficiently.
• Coordinate replacement parts shipments for service repairs.
• Prepare detailed service reports and provide updates to customers as needed.
• Escalate critical service issues to internal teams and external stakeholders when appropriate.
• Partner with engineering and internal support teams to improve equipment reliability and serviceability.
• Deliver technical training to both internal employees and external customers.
• Assist with project planning and equipment commissioning to ensure successful installation and operation.

Qualifications:

• Bachelor's degree in Engineering required.
• 1-3 years of engineering or technical support experience; HVAC or refrigeration industry experience is preferred.
• Strong mechanical and electrical troubleshooting abilities.
• Excellent analytical and problem-solving skills.
• Experience working with ERP systems is a plus.
• Professional verbal and written communication skills with a customer-focused approach.
• Strong computer proficiency and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Collaborative mindset with the ability to work effectively across teams.

Benefits:

• Medical, dental and vision
• 401(k) match
• PTO 15 days
• Sick pay where applicable by law