About the Company
Our client is an engineering-led thermal management manufacturer serving mission-critical, commercial, and industrial markets across North America. The company designs and builds liquid cooling systems, air handling equipment, heat rejection units, and modular factory-assembled solutions. Its engineering and fabrication are vertically integrated, so customers get fast design turnaround and precision builds on complex, time-sensitive projects.

The work moves quickly, and you’ll see designs reach the job site in a matter of weeks. The culture is people-first and team-driven. The company is building the cooling technology that next-generation digital infrastructure depends on.

Role Summary
The Customer Support Controls Specialist is a key technical resource for customers and internal teams. You’ll provide hands-on diagnostic support for control systems across HVAC and liquid cooling product lines in high-stakes environments such as data centers and advanced manufacturing facilities. You’ll work closely with Quality and cross-functional partners to resolve issues quickly and accurately, reduce downtime, and help improve products and service over time.

You’ll support a wide range of equipment, including:

• Coolant distribution units
• Enthalpy and sensible plate heat exchangers
• Energy recovery wheels
• Gas and electric heaters
• Hot water, chilled water, and DX coils
• Filter racks, control dampers, and fan array systems

Key Responsibilities

Customer & Technical Support

• Support semi-complex control systems that integrate hardware and software, both remotely and on site
• Troubleshoot HVAC and liquid cooling systems, with a primary focus on controls
• Analyze real-time system data, trends, and alarm logs remotely
• Modify controls logic, setpoints, and schedules
• Serve as the primary virtual support contact during critical events
• Handle escalated cases and collaborate with senior technical experts
• Support root-cause investigations and provide guidance during service calls and follow-ups
• Assist with warranty-related service activities and coordinate service to minimize downtime
• Support on-site service visits as needed
• Communicate professionally with customers by phone, email, and text
• Maintain accurate records in the case management system

Training & Continuous Improvement

• Help develop technical training materials
• Take part in technical training sessions
• Share field feedback with engineering, quality, and manufacturing teams

Cross-Functional Collaboration

• Partner with sales, engineering, quality, and manufacturing
• Share field insights and lessons learned
• Contribute to technical projects and process improvement initiatives

Qualifications & Requirements

• Demonstrated experience with electronic control systems
• A technical degree, HVAC training, or equivalent hands-on experience
• Strong working knowledge of HVAC systems
• Clear, professional technical communication skills
• A strong customer service orientation
• Comfort with remote support tools and workflows
• Proficiency in Microsoft Office
• Ability to travel up to 20% for field operations, customer sites, training, and warranty work

Nice-to-Haves

• Warranty or post-installation service experience
• Exposure to mission-critical HVAC or liquid cooling environments

Benefits & Perks

• Medical, dental, and vision plans
• Short- and long-term disability and group term life insurance
• HSA, FSA, and dependent care plans
• 8 paid holidays plus 4 floating holidays, and generous PTO
• 401(k) with company match
• Education assistance program
• Annual safety footwear allowance
• Company-sponsored team events

Our client is an equal opportunity employer and provides reasonable accommodations for qualified individuals.