Customer Technical Support Specialist

MAS HVAC INC•Maple Grove, MN

1d•$70,000 - $85,000

About The Position

MAS creates custom-engineered thermal management solutions for markets that thrive on flexibility, creativity, and bold ideas. From humble beginnings to becoming an emergent multi‑brand manufacturing leader, we’ve grown by bringing in great people and empowering them to do great work. At MAS, we believe innovation happens when everyone contributes, diversity of thought is celebrated, and people feel supported in their growth. We take pride in working hard together—tackling challenges, solving problems, and having fun along the way. As we expand into both emerging and mission-critical industries, we stay committed to delivering efficient, competitive, and sustainable heating and cooling technologies. And throughout your career here, you will have the chance to directly shape the foundation for what's next in our industry. Position Summary The Customer Technical Support 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 Technical Support Specialist works closely with the Customer Technical Support Manager and cross-functional partners to deliver consistent, professional customer experiences and support continuous product and service improvement with a goal of resolving customer issues quickly and accurately to drive customer satisfaction. The Customer Technical Support 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

Technical degree, HVAC training, or equivalent hands-on experience
Strong working knowledge of HVAC systems with mechanical and electrical troubleshooting capability
Ability to support customer technical counterparts through clear, professional technical communication
Strong customer service orientation with the ability to manage priorities in a fast-paced environment
Comfortable working with remote support tools, documentation, and service workflows
Proficiency in Microsoft Office Suite
High ethical standards and a strong sense of accountability
May travel up to 25–30% to support field operations, customer sites, training, and warranty-related activities.

Nice To Haves

Experience supporting warranty service or post-installation service environments
Exposure to mission-critical HVAC or liquid cooling applications
Lean Six Sigma or continuous improvement training

Responsibilities

Provide technical support for HVAC and liquid cooling systems related to installation, service, operation, and warranty issues
Assist with troubleshooting mechanical, electrical, and system-level issues, both remotely and onsite as needed
Support root-cause investigations by gathering data, reviewing field findings, and escalating complex issues to senior technical staff
Assist with warranty-related service activities, including documentation, troubleshooting support, and verification of corrective actions
Ensure service and warranty work is documented clearly and accurately to support quality tracking and continuous improvement
Coordinate with internal teams to ensure warranty processes are followed and customer issues are resolved efficiently
Communicate professionally with customers via phone, email, and text to provide updates, technical guidance, and issue resolution support
Help coordinate service activities between field technicians, dispatch, dealers, and internal teams to minimize downtime
Support customer response efforts by helping prioritize service needs and escalations
Provide real-time technical assistance to customers performing installation, service, or warranty work
Support onsite service visits as needed to observe repairs, assist with diagnostics, and ensure technical standards are followed
Escalate complex or unresolved issues to the Customer Technical Support Manager
Support the development and delivery of technical training materials and product education initiatives
Participate in technical training sessions to build expertise across MAS products and systems
Provide feedback from customer and field interactions to engineering, quality, and manufacturing teams
Work closely with sales, engineering, quality, and manufacturing to support customer needs
Share field insights and lessons learned to support product reliability and service efficiency improvements
Participate in technical projects and process improvement initiatives under the direction of senior technical staff