Field Support Engineer (Cooling Systems)

This position will be responsible for providing onsite technical services to customers in support of mission-critical data center systems.  In this role, specialists execute the delivery of installation, startup, commissioning support, remedial and preventative maintenance services on liquid cooling equipment.

Duties and Responsibilities

• Participates in system deployment projects for established service area, by delivering installation, startup and/or commissioning support services.
• Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.
• Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.
• Provides onsite support by assisting in troubleshooting and fault isolation of programmable logic controllers, electromechanical, networking, cooling and related systems.
• Identifies necessary parts to resolve customer equipment failures.
• Maintains accurate customer service records/reports within the service management tool.
• 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.
• Contributes to the creation of knowledge articles and other technical-related documentation.
• Serves as a technical resource to sales and business development personnel.
• Maintains knowledge of supported products including certifications, if required.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• 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, schematics, and technical specifications.
• Requires the ability to manage priorities effectively.
• Ability to travel 25-75% with very little notice in some rare cases.
• 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.

Position Qualifications

• Minimum of 5 years of experience in field service or a similar technical support-related position.
• Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
• Prior experience of working within Data Center environments is required.
• Experience reading mechanical and electrical Schematics.
• Experience working with 124/208VAC and 48V DC.
• Prior experience troubleshooting and repairing hardware is required, for example with electro-mechanical equipment, controllers, sensors, and actuators, pumps, etc.

 Physical Requirements/Abilities (If necessary)

• Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc.
• Must be able to lift to 75 pounds at times.
• Travel may be required 50% of the time on average.

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