Cooling Technical Support Specialist

Join Schneider Electric’s Buffalo, NY team providing technical support for mission-critical liquid cooling systems.

Responsibilities

• Deliver technical support to customers and field service technicians via phone, email, and the Case Management/CRM system
• Receive, create, document, and triage technical support cases
• Review equipment serial numbers and case history to identify existing or related issues
• Verify customer entitlement and SLA status to determine support and parts coverage
• Troubleshoot liquid cooling and electro-mechanical equipment using alarms, operating data, electrical schematics, drawings, and information from the field
• Walk customers and technicians through logical troubleshooting steps and corrective actions
• Identify parts and components needed to support equipment repairs
• Escalate complex technical issues to Advanced Technical Support, Engineering, Quality, or other appropriate internal resources
• Coordinate with Dispatch when field service support is required, providing case details and technical information for handoff
• Maintain accurate case notes, customer communications, troubleshooting details, and status updates
• Contribute to Knowledge Articles, troubleshooting guides, service bulletins, and other technical documentation
• Collaborate with cross-functional teams including Dispatch, Field Service, Advanced Technical Support, Engineering, Quality, Training, Sales, and others as needed
• Participate in occasional site visits and hands-on training to strengthen product knowledge and troubleshooting skills
• Maintain knowledge of current and new liquid cooling products

Requirements

• Strong technical troubleshooting and problem-solving skills
• Knowledge of liquid cooling, HVAC/R, electro-mechanical equipment, controls, or similar technical systems
• Ability to troubleshoot equipment remotely by asking effective diagnostic questions and interpreting technical information
• Ability to read electrical schematics, product drawings, and technical specifications
• Working knowledge of single-phase and three-phase electrical systems
• Familiarity with pumps, heat exchangers, controls, sensors, valves, actuators, and fluid systems
• Strong customer service, communication, and documentation skills
• Ability to clearly explain technical instructions to people with varying experience levels
• Ability to manage multiple cases and competing priorities
• Sound technical judgment, including recognizing when issues require escalation
• Ability to work independently and collaboratively in a technical support environment
• Associate degree or technical training in HVAC/R, electrical, mechanical, controls, electronics, or a related discipline preferred, or an equivalent combination of education and relevant experience
• 3+ years of experience in HVAC/R, field service, technical support, or a similar technical troubleshooting role preferred
• Experience troubleshooting electrical and mechanical equipment and reading electrical schematics
• Experience with HVAC/R and single-phase and three-phase power
• Liquid cooling, mission-critical cooling, or data center experience preferred
• Experience with CRM, case management, or service management systems is a plus

Technologies

• Case Management/CRM system
• CRM

Benefits

• Medical (with member reward points)
• Dental
• Vision
• Basic life insurance
• Benefit Bucks
• Flexible work arrangements
• Paid family leaves
• Well-being programs
• 12 holidays per year
• 15 days of paid time off per year
• Base salary
• Short-term incentives
• Company share ownership
• 401(k) with match
• Volunteer leave
• Programs with the Schneider Electric Foundation
• Youth education initiatives
• Military leave benefits

Work Location and Travel

• Office-based role in Buffalo, NY with regular attendance required
• Reports to the Technical Support Manager
• Support is primarily provided from the Buffalo office via phone, email, and the Case Management/CRM system
• Occasional travel may be required for field exposure, product familiarization, training, and technical development
• Not intended for routine onsite service or field escalation coverage
• Travel expected up to approximately 25% annually

Salary

• USD 54,400 - 81,600 per year