Customer Support Controls Specialist

MAS HVAC INC•Maple Grove, MN

3d•Onsite

About The Position

The Customer Support Controls Specialist supports MAS’s Daedex and DeepCoolAI product lines, helping deliver high-quality technical support to mission-critical markets including data centers, battery plants, and semiconductor manufacturing facilities. This role serves as a key technical resource for customers and internal teams by providing hands-on diagnostic support, coordinating service activities, and ensuring timely, accurate resolution of technical and warranty-related issues. The Customer Support Controls Specialist works closely with the Customer Technical Support Manager and cross-functional partners to deliver consistent, professional customer experience and support continuous product and service improvement with a goal of resolving customer issues quickly and accurately to drive customer satisfaction. The Customer Support Controls Specialist works with liquid coolant distribution units and HVAC systems and components, including but not limited to: enthalpy and sensible plate heat exchangers, energy recovery wheels, gas and electric heaters, hot water coils, chilled water coils, DX coils, filter racks, control dampers, fan array systems, and coolant distribution units.

Requirements

Demonstrated experience working with electronic control systems
Technical degree, HVAC training, or equivalent hands-on experience
Strong working knowledge of HVAC systems
Professional technical communication skills
Strong customer service orientation
Comfort with remote support tools and workflows
Proficiency in Microsoft Office Suite

Nice To Haves

Warranty or post-installation service experience
Mission-critical HVAC or liquid cooling exposure

Responsibilities

Support semi-complex control systems integrating hardware and software both remotely and onsite
Provide technical troubleshooting expertise for HVAC and liquid cooling systems, primarily but not limited to control systems
Communicate professionally with customers via phone, email, and text
Analyze real-time system data, trends, and alarm logs remotely
Modify controls logic, setpoints, and schedules
Act as the primary virtual support contact during critical events
Handle escalated cases and collaborate with senior experts
Support root-cause investigations and escalations
Provide guidance during service calls and follow-ups
Assist with warranty-related service activities
Coordinate service activities to minimize downtime
Support onsite service visits as needed
Maintain accurate records in the case management system
Support development of technical training materials
Participate in technical training sessions
Provide feedback to engineering, quality, and manufacturing teams
Work closely with sales, engineering, quality, and manufacturing
Share field insights and lessons learned
Participate in technical projects and process improvement initiatives