Core - Cooling Technical Support Specialist

Schneider Electric•Buffalo, NY

3d•Onsite

About The Position

The Core - Cooling Technical Support Specialist provides technical support for mission-critical liquid cooling systems from Schneider Electric’s Buffalo, NY facility. This is an office-based role supporting customers, field service technicians, and internal teams through phone, email, and the Case Management/CRM system. The specialist troubleshoots equipment issues, manages technical support cases, identifies needed parts, verifies service coverage, and coordinates with appropriate teams when additional assistance is required. The position is not a field service role and is not intended to provide routine onsite service or field escalation coverage. Occasional travel to customer sites or company locations may provide field exposure, product familiarization, hands-on experience, training, and technical development. Travel is expected to be up to approximately 25% annually. Regular attendance at the Buffalo facility is required. The position reports to the Technical Support Manager.

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 explain technical instructions clearly to individuals with varying levels of experience.
Ability to manage multiple cases and priorities effectively.
Sound technical judgment and the ability to recognize when an issue requires 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.

Nice To Haves

Liquid cooling, mission-critical cooling, or data center experience is preferred.
Experience with CRM, case management, or service management systems is a plus.
Associate degree or technical training in HVAC/R, electrical, mechanical, controls, electronics, or a related discipline preferred.
3+ years of experience in HVAC/R, field service, technical support, or a similar technical troubleshooting role preferred.

Responsibilities

Provide technical support to customers and field service technicians by phone, email, and through 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 cases.
Verify customer entitlement and SLA status to determine applicable support and parts coverage.
Troubleshoot liquid cooling and electro-mechanical equipment using alarms, operating data, electrical schematics, drawings, and information provided from the field.
Guide customers and technicians through logical troubleshooting steps and corrective actions.
Identify parts and components required to support equipment repairs.
Escalate complex technical issues to Advanced Technical Support, Engineering, Quality, or other appropriate resources.
Coordinate with Dispatch when field service support is required and provide case details and technical information for an effective handoff.
Maintain clear and accurate case notes, customer communications, troubleshooting details, and status updates.
Contribute to Knowledge Articles, troubleshooting guides, service bulletins, and other technical documentation.
Collaborate with Dispatch, Field Service, Advanced Technical Support, Engineering, Quality, Training, Sales, and other internal teams.
Participate in occasional site visits and hands-on training opportunities to strengthen product knowledge and troubleshooting skills.
Maintain knowledge of current and new liquid cooling products.