Field Support Engineer (Cooling Systems)

New Era Technology•Ellendale, ND

17d•Onsite

About The Position

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together. This position will be responsible for providing onsite technical services to customers in support of mission-critical data center systems. In this role, specialists execute the delivery of installation, startup, commissioning support, remedial and preventative maintenance services on liquid cooling equipment.

Requirements

Ability to successfully apply technical knowledge to identify root causes.
Ability to demonstrate excellent customer service and communication skills.
Ability to read basic product drawings, schematics, and technical specifications.
Requires the ability to manage priorities effectively.
Ability to travel 25-75% with very little notice in some rare cases.
Troubleshooting skills and sound technical judgment.
Ability to work both onsite independently and as part of a team.
Availability to work extended hours, if applicable, including participation in a 24/7 on-call rotation.
Ability to pass customer-specific background check processes, if applicable.
Minimum of 5 years of experience in field service or a similar technical support-related position.
Associate degree from two-year college/technical school with a certificate in an IT Hardware-related discipline preferred, or an equivalent combination of education and experience to successfully execute the role.
Prior experience of working within Data Center environments is required.
Experience reading mechanical and electrical Schematics.
Experience working with 124/208VAC and 48V DC.
Prior experience troubleshooting and repairing hardware is required, for example with electro-mechanical equipment, controllers, sensors, and actuators, pumps, etc.
Prolonged periods of working at Customer facilities standing, lifting, bending, kneeling, etc.
Must be able to lift to 75 pounds at times.
Travel may be required 50% of the time on average.

Responsibilities

Participates in system deployment projects for established service area, by delivering installation, startup and/or commissioning support services.
Responds onsite to dispatches, within required timeframe as specified in customer service level agreements (SLAs), for scheduled and unscheduled services requests.
Serves the department by participating in the development of service bulletins, procedures, process improvements and other collateral duties as required.
Provides onsite support by assisting in troubleshooting and fault isolation of programmable logic controllers, electromechanical, networking, cooling and related systems.
Identifies necessary parts to resolve customer equipment failures.
Maintains accurate customer service records/reports within the service management tool.
Recommends improvements to manuals, operational processes and procedures as needed.
Contributes to training course content development and provides training to customers and other field service personnel, as required.
Contributes to the creation of knowledge articles and other technical-related documentation.
Serves as a technical resource to sales and business development personnel.
Maintains knowledge of supported products including certifications, if required.
Other duties as assigned.