Product Service Engineer

XNRGY Climate Systems • Mesa, AZ

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About The Position

XNRGY Climate Systems is hiring a Product Service Engineer to own field-facing technical content for its liquid-cooling and mission-critical chiller products. The role connects factory, engineering, and field operations through accurate technical documentation, failure analysis, and product support. The engineer will take ownership of an existing draft technical library and establish formal engineering approval, release, and revision-control processes throughout the chiller lifecycle, from factory release through the end of warranty.

This is an individual-contributor position focused on technical authoring, failure investigation, and product support—not people management or field-service scheduling. It is primarily office- and factory-based, with approximately 25%–40% travel to customer sites for complex failure investigations, first-of-type startups, and field verification. Site work may take place in active construction environments and live data centers, where applicable site-safety requirements and field-personnel PPE must be followed.

The role collaborates with Product Engineering, Service, Commissioning, Training, Quality, and field operations. It includes providing second-line technical support for escalations, contributing field perspectives to new-product introductions, and helping ensure documentation and training deliverables are ready before the first commercial shipment.

Requirements

• A degree in mechanical, electrical, mechatronics, or a related engineering discipline, or an equivalent combination of trade qualifications and demonstrated engineering-level competence. A strong field engineer without a degree may be considered.
• Eight or more years of experience in commercial HVAC or industrial refrigeration.
• Direct field exposure to chiller startup, commissioning, and failure investigation.
• Hands-on field experience with equipment, not solely design-review or office-based engineering experience.
• Strong knowledge of air-cooled centrifugal and air-cooled screw chillers, including compressor operating principles, surge and surge avoidance, bearing systems, networking equipment and instrumentation, compressor operating envelopes, and refrigerant-side troubleshooting on large systems.
• Fluency in chiller-level and plant-level controls, sequences of operation, and diagnosis using trend and alarm data.
• Ability to review sequences of operation and identify conditions that may prevent intended system behavior.
• Experience with Modbus RTU and TCP, BACnet MS/TP and IP, and EtherNet/IP.
• Experience with point mapping and integration troubleshooting involving building-management or power-monitoring systems.
• Knowledge of power electronics, variable-frequency drives, and low- and medium-voltage electrical distribution.
• Ability to troubleshoot using electrical schematics, control drawings, and piping and instrumentation diagrams.
• Demonstrated ability to create clear, accurate technical documentation for field use and translate complex engineering information into usable instructions.
• Completion or provision of a technical-writing sample; this is a firm requirement.
• Practical experience applying structured root-cause analysis methods such as 8D, fault-tree analysis, five-whys, or an equivalent approach to actual equipment failures.
• Ability to use evidence and technical reasoning in root-cause analysis rather than treating it as a template-completion exercise.
• Ability to meet applicable site-safety requirements and use the same personal protective equipment required of field personnel.

Nice To Haves

• Experience with oil-free magnetic-bearing or bump-foil-bearing centrifugal compressors.
• Previous OEM product-support, applications-engineering, or factory-service-engineering experience.
• Data-center or mission-critical experience, including formal commissioning processes.
• Experience in a controlled-document or quality-management environment, including ISO 9001, revision control, and change notices.
• Refrigerant-handling certification or a trade background in refrigeration.
• Familiarity with computer room air handlers, fan-wall systems, liquid cooling, coolant distribution units, or high-density heat-rejection systems.

Responsibilities

• Author and maintain startup procedures, installation, operation, and maintenance literature, service bulletins, field change notices, and technical instructions for the assigned products.
• Own the consolidated fault-code reference across the chiller controller, compressor controller, and drive, including diagnostic paths and fault-source distinctions.
• Maintain software and firmware compatibility matrices by release, including backup, restoration, and update procedures for each control tier.
• Own required-tool lists, calibration requirements, machine-specific lockout/tagout procedures, and energy-source registers.
• Create technically accurate and practical documentation for field technicians working in real-world site conditions.
• Establish and maintain formal approval, release, and revision-control processes for field-facing technical documentation.
• Analyze warranty claims and field-service reports to identify recurring failure modes and distinguish product failures from installation, application, site, or service-execution issues.
• Own the root-cause analysis process for field failures, including the 8D or equivalent methodology and the technician evidence checklist.
• Escalate confirmed product issues to Product Engineering with supporting evidence, and track those issues through resolution.
• Own the return material authorization process, including its request form, process flow, evidence requirements, and rejection-reason list.
• Make or support warranty-applicability determinations in contested or technically complex cases.
• Incorporate field findings into documentation revisions so the technical library reflects equipment performance and service experience.
• Obtain formal Product Engineering approval for sequences of operation, safeties and interlocks, torque and alignment specifications, charging procedures, and allowable operating envelopes.
• Represent the field-service perspective in new-product introduction reviews and help ensure documentation and training deliverables are complete before first commercial shipment.
• Provide technical source material and review support to the Technical Writer.
• Support the Advanced Trainer by validating the technical accuracy of instructional materials.
• Provide second-line technical support to Service and Commissioning Managers on escalations field teams cannot resolve.
• Travel to customer sites for failure investigations, first-of-type startups, and field verification of technical procedures.

Benefits

• Competitive salary with a bonus incentive plan
• Medical, dental, and vision insurance
• 401(k)
• Employee assistance program
• Paid time off
• A dynamic team open to change and innovation
• Opportunity to participate in a green-industry transformation supporting the AI revolution
• Fast-growing environment where entrepreneurial spirit is recognized
• Inclusive and diversity-friendly workplace
• Career-advancement opportunities and internal growth

What This Job Offers

• Job Type: Full-time
• Career Level: Senior