Cooling Systems Support Jobs

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Advanced - Cooling Technical Support Specialist

Schneider Electric Buffalo, NY 🇺🇸 Remote

Buffalo, NY

Today

$86k - $130k/yr Full time Cooling Systems Customer Support Data Center Liquid Cooling

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Job Description

Join Schneider Electric as an advanced remote technical support specialist supporting mission-critical liquid cooling systems in demanding data center environments. This U.S.-based role combines complex troubleshooting with real impact, backed by competitive compensation, flexible work arrangements, and strong benefits including medical, dental, vision, life insurance, and retirement matching.

What you’ll do

Serve as an advanced technical resource for mission-critical liquid cooling systems, taking ownership of complex escalations that require deeper product and troubleshooting knowledge.
Support customers, Core Technical Support, and Field Service teams using advanced diagnostics to resolve liquid cooling and electro-mechanical issues.
Perform root-cause analysis by reviewing alarms, operating data, electrical schematics, system performance, case history, and technical documentation.
Use the Case Management/CRM system to document troubleshooting, manage case activity, communicate updates, track ownership, and maintain accurate records through resolution.
Provide remote technical guidance for fault isolation and troubleshooting activities led by customers and field personnel.
Provide technical guidance for system startup, commissioning, and deployment activities.
Identify and recommend parts and components needed for repairs and technical resolution.
Collaborate with teams across Engineering, Quality, Training, Dispatch, Field Service, and Sales to resolve customer and product issues.
Create and improve Knowledge Articles, troubleshooting guides, service bulletins, procedures, and other technical documentation.
Apply lessons learned from real-world incidents to recommend improvements to products, manuals, troubleshooting methods, and support processes.
Support technical training for customers, Technical Support teams, and Field Service personnel.
Maintain expertise in new products, known issues, and evolving liquid cooling technologies.
Participate in a 24/7/365 on-call rotation to provide advanced after-hours technical support when scheduled.
Complete occasional customer site or company facility visits for product exposure, training, technical observation, or complex issue support when appropriate (travel up to approximately 25% annually).

What you bring

Strong HVAC/R, refrigeration, chiller, liquid cooling, mission-critical cooling, or related technical expertise.
Advanced troubleshooting capability and a methodical approach to complex problems.
The ability to work beyond alarms or symptoms to determine the underlying root cause.
Strong knowledge of electrical and electro-mechanical systems, including single-phase and three-phase power.
Ability to confidently read and interpret electrical schematics, technical drawings, sequences of operation, and technical specifications.
Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems.
Ability to troubleshoot remotely by asking the right technical questions and converting field information into an effective troubleshooting path.
Strong technical judgment, including knowing when to involve Engineering, Quality, or other specialized resources.
Strong written, email, and verbal communication skills to explain complex concepts clearly to customers and technicians with different experience levels.
Strong documentation and case-management habits, with extensive experience working in a Case Management/CRM system and maintaining ownership through resolution.
Ability to work independently in a remote environment while collaborating closely across technical teams.
Availability to participate in a 24/7/365 on-call rotation, including nights, weekends, and holidays when scheduled.
Associate degree or technical training in a related discipline is preferred, or an equivalent combination of education and relevant technical experience.
5+ years of experience in technical support, HVAC/R, mission-critical cooling, Field Service, or a similar advanced troubleshooting role.
Demonstrated experience troubleshooting electrical, mechanical, controls, and electro-mechanical systems, including reading and interpreting electrical schematics for single-phase and three-phase systems.
Experience with liquid cooling, chillers, or mission-critical cooling systems is highly desirable, and experience supporting data centers or mission-critical environments is preferred.
Experience in advanced technical support, complex troubleshooting, or technical escalation is preferred.
CRM/case management/service management system experience is a plus.

Compensation and benefits

Pay range: USD 86,400 - USD 129,600 per year (base pay and short-term incentives).
Medical, dental, vision, and basic life insurance (with member reward points).
Benefit Bucks.
Flexible work arrangements.
Paid family leaves.
Well-being programs.
12 holidays per year and 15 days of paid time off per year.
Competitive pay and programs including base salary, incentives, and company share ownership.
401(k) with match.

Schedule, reporting, and work details

You will report to the Technical Support Manager.
This is a U.S.-based remote role. The majority of support is delivered through phone, email, the Case Management/CRM system, and other technical support tools.
This position is not intended to provide routine Field Service or preventive maintenance coverage.
Occasional travel may be required up to approximately 25% annually for product exposure, training, technical observation, or complex issue support.
Participation in a 24/7/365 on-call rotation is required when scheduled.

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